First Level IT Support – US
Drees & Sommer SE•Cary, NC
•Hybrid
About The Position
Join our team as an IT Support Specialist, where you’ll play a key role in providing first-line technical assistance to internal users across our growing organization. In this position, you will help ensure smooth and efficient IT operations by resolving technical issues, supporting end users, and maintaining high service standards. We are seeking a proactive and customer-focused IT professional with strong communication, troubleshooting, and problem-solving skills who enjoys working in an international environment.
Requirements
- Degree in Information Technology, Computer Science, or a related field, or equivalent combination of education, certifications, and practical experience
- 2–3 years of experience in IT Support, Help Desk, or Technical Support environments, with exposure to IT ticketing systems and service management processes
- Knowledge of Windows operating systems and Microsoft 365 applications, including Outlook, Teams, and SharePoint
- Understanding of user account, identity, permission, and access management, including password resets and account administration
- Experience with remote support and troubleshooting tools
- Strong communication, interpersonal, analytical, and problem-solving skills, with the ability to prioritize requests based on urgency, impact, and SLAs
- Customer-focused, proactive, and solution-oriented mindset
- Fluent English required
Nice To Haves
- International or distributed support experience is a plus
- Additional languages and IT certifications considered an advantage
Responsibilities
- Provide first-line IT support via ticketing, email, phone, and remote tools
- Troubleshoot hardware, software, network, and business application issues
- Log, track, prioritize, and manage incidents and service requests
- Escalate complex issues in line with SLAs and business requirements
- Support users across multiple locations and time zones
- Manage onboarding/offboarding, device provisioning, and asset recovery
- Administer user accounts, permissions, passwords, and access changes
- Coordinate IT procurement and maintain hardware, software, and license inventories
- Support business applications, vendor solutions, system upgrades, migrations, and IT projects
- Ensure security, compliance, documentation, continuous improvement, and technology adoption
Benefits
- Individual training and further education at the Drees & Sommer Academy
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
