IT Service Support Specialist

PeopleTec, Inc.•El Paso, TX

3d•Onsite

About The Position

PeopleTec is seeking a motivated, customer-focused IT Service Support Specialist to provide day-to-day technical support to users of a Ft. Bliss government customer in El Paso, Texas. This entry-level position provides Tier 1 assistance with common hardware, software, peripheral, account-access, and connectivity issues. The specialist serves as a primary point of contact for technical assistance by answering support calls, documenting and tracking service requests, troubleshooting computers and monitors, setting up workstations and peripherals, and escalating more complex issues when needed. The role supports military, Government, contractor, and organizational personnel in a fast-paced, mission-focused environment. PeopleTec is an employee-owned small business founded in Huntsville, Alabama, providing customer support through a skilled workforce. The company emphasizes putting employees and customers first and offers continuing-education opportunities, training programs, and a benefits package.

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 independently and as part of an IT support team.
Willingness and ability to learn new technologies, applications, and support processes.
Must be a U.S. citizen.
Active DoD Secret clearance required upon hire, with ability to maintain that 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 support 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 in accordance with established procedures.
Provide Tier 1 troubleshooting for desktop and laptop computers, monitors, docking stations, keyboards, mice, printers, phones, and other common IT 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 confirm that required 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 commonly used office technology.
Follow established 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 other 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 required to support organizational and mission needs.