IT Service Support Specialist

PeopleTec•El Paso, TX

2d•Onsite

About The Position

PeopleTec is seeking an entry-level IT Service Support Specialist to provide day-to-day technical support to end users for a Ft. Bliss government customer in the El Paso, Texas area. The role is a primary point of contact for users requesting assistance and supports common hardware, software, peripheral, and connectivity issues. The specialist answers support calls, documents and tracks service requests, troubleshoots computers and monitors, sets up workstations and peripherals, and escalates more complex issues. The position calls for strong customer service skills, basic knowledge of computer hardware and IT systems, and an interest in developing technical skills in a fast-paced, mission-focused organization. The position requires 1–3 years of related IT support experience, U.S. citizenship, and an active DoD Secret clearance upon hire that must be maintained during employment. A high school diploma or equivalent is required. An associate’s or bachelor’s degree in a related technical field is preferred but not required.

Requirements

1–3 years of experience in IT support, help desk, service desk, desktop support, or a related technical support role.
Basic knowledge of desktop and laptop computers, monitors, printers, docking stations, and common IT peripherals.
Familiarity with Microsoft Windows operating systems and standard Microsoft Office applications.
Ability to troubleshoot common computer hardware, software, peripheral, and connectivity issues.
Familiarity with IT help desk, service desk, or ticketing processes.
Ability to communicate technical information clearly to users with varying levels of technical experience.
Strong customer service and interpersonal skills, including a professional and helpful phone presence.
Strong problem-solving skills and ability to follow established troubleshooting procedures.
Ability to document technical issues and troubleshooting actions clearly and accurately.
Ability to prioritize and manage multiple service requests in a fast-paced environment.
Ability to recognize when an issue requires escalation and communicate it effectively to higher-level technical personnel.
Ability to work effectively independently and as part of an IT support team.
Willingness and ability to learn new technologies, applications, and support processes.
U.S. citizenship required.
Active DoD Secret clearance required upon hire, with the ability to maintain this clearance during employment.
High school diploma or equivalent required.

Nice To Haves

Associate’s or bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related technical field.
CompTIA A+, Network+, Security+, Microsoft, or other relevant entry-level IT certifications.
Experience using an IT service management or help desk ticketing system.
Experience supporting Microsoft Windows-based workstations and common office productivity applications.
Familiarity with basic Active Directory functions, user accounts, permissions, or password support.
Experience providing customer-facing technical support in a Government, DoD, military, or other mission-focused environment.

Responsibilities

Serve as the first point of contact for IT requests received by phone, email, service ticket, or in person.
Answer incoming IT support calls and assist users with routine technical questions and issues.
Create, update, track, and close IT service tickets according to established procedures.
Provide Tier 1 troubleshooting and support for computers, monitors, docking stations, keyboards, mice, printers, phones, and other common peripherals.
Assist users with basic hardware, software, account access, and network connectivity issues.
Install, configure, connect, and relocate computers, monitors, docking stations, printers, and other workstation equipment.
Assist with new-user workstation setup and verify that equipment and peripherals are connected and operational.
Diagnose basic hardware and peripheral issues and coordinate equipment replacement or repair when necessary.
Troubleshoot basic wired and wireless network connectivity and escalate network issues to appropriate technical personnel.
Assist users with common operating system and approved software application issues.
Provide basic support for conference rooms, displays, audiovisual equipment, and other common office technology.
Follow troubleshooting procedures and knowledge-base documentation to resolve common IT issues.
Escalate incidents and service requests requiring higher-level support, documenting troubleshooting already performed.
Maintain accurate records of IT equipment, service requests, and assigned assets as required.
Provide professional and courteous customer service to military, Government, contractor, and organizational personnel.
Coordinate with IT team members to resolve technical issues in a timely manner.
Assist with basic IT equipment inventory, organization, and lifecycle activities.
Perform other IT service and technical support duties as needed to support organizational and mission needs.