IT Support Specialist I (2926)
About The Position
The IT Support Specialist I provides first-line technical support to end users, ensuring timely resolution of basic hardware, software, and access issues. This role focuses on excellent customer service, adherence to security and compliance standards, and accurate documentation of incidents and requests. DUTIES & RESPONSIBILITIES Serve as Level 1 support for IT incidents and service requests via ticketing system, phone, or email Troubleshoot and resolve basic issues related to desktops, laptops, mobile devices, printers, and peripherals Support common business applications including email, collaboration tools, and productivity software Assist with user account provisioning, password resets, and access requests following security policies Escalate unresolved or complex issues to Level 2 / Level 3 support teams Experienced to support Remote employees across multiple sites Document all incidents, requests, and resolutions accurately in the ticketing system Follow IT policies, security standards, and compliance requirements at all times Assist with device setup, onboarding, and offboarding for employees Support routine maintenance tasks such as software updates and asset tracking Provide courteous, clear, and professional communication to end users
Requirements
- Associate’s or Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience
- 2–3 years of experience in an IT support or help desk role
- Familiarity with ticketing systems (e.g. ServiceNow, Jira, Freshservice)
- Basic understanding of IT security best practices
- Basic understanding of Windows and/or macOS operating systems
- Familiarity with common applications (Microsoft 365, email, browsers)
- Basic knowledge of network concepts (Wi-Fi, VPN, connectivity issues)
- Strong customer service and communication skills
- Ability to follow procedures and document work clearly
- Willingness to learn and grow technical skills
- Ability to prioritize tasks and manage time effectively
Nice To Haves
- Experience supporting users in a healthcare or regulated environment is a plus
- Associate Google Workspace Administrator (preferred
Responsibilities
- Serve as Level 1 support for IT incidents and service requests via ticketing system, phone, or email
- Troubleshoot and resolve basic issues related to desktops, laptops, mobile devices, printers, and peripherals
- Support common business applications including email, collaboration tools, and productivity software
- Assist with user account provisioning, password resets, and access requests following security policies
- Escalate unresolved or complex issues to Level 2 / Level 3 support teams
- Experienced to support Remote employees across multiple sites
- Document all incidents, requests, and resolutions accurately in the ticketing system
- Follow IT policies, security standards, and compliance requirements at all times
- Assist with device setup, onboarding, and offboarding for employees
- Support routine maintenance tasks such as software updates and asset tracking
- Provide courteous, clear, and professional communication to end users
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
