IT Customer Support Specialist

Drees Homes•Fort Mitchell, KY

About The Position

Drees Homes is seeking a motivated and customer-focused Customer Support Specialist I to join our IT team. In this role, you will provide first-level technical support to end users across the organization, assisting with both hardware and software issues. This is a great opportunity for someone who enjoys problem-solving, delivering excellent service, and working in a fast-paced technical environment.

Requirements

Strong troubleshooting and problem-solving skills
Excellent communication and customer service abilities
Ability to manage multiple priorities in a fast-paced environment
Basic understanding of: Windows operating systems, Networking concepts, Hardware and peripheral support
Experience with IT ticketing systems is a plus
A team-oriented mindset with a willingness to learn

Responsibilities

Respond to and prioritize incoming support requests via phone, email, ticketing system, and in person
Create, track, and manage incidents and service requests within the IT ticketing system
Install, configure, troubleshoot, and resolve hardware, software, operating system, and networking issues
Diagnose and resolve system failures, malware issues, and other technical problems
Provide basic troubleshooting support to internal business partners
Assist with setup, configuration, and maintenance of company equipment including: Computers and laptops, Printers and peripherals, Routers and networking devices, Kiosks and digital signage
Troubleshoot network connectivity issues for endpoints and remote users
Escalate complex issues to appropriate IT team members when needed
Maintain and update documentation for systems and applications
Stay current on emerging technologies and tools through training
Support IT projects and initiatives as assigned