IT Support Specialist I

Priority Technology Holdings, LLC•Alpharetta, GA

7h•$23 - $27•Onsite

About The Position

The IT Support Specialist I is responsible for providing reliable, timely support for common end-user technology issues while building foundational knowledge of systems and processes. This role supports overall organizational productivity through clear communication, accurate documentation, and consistent follow-through, ensuring employees can rely on technology support to stay focused and productive. This is an entry-level position ideal for individuals looking to build a strong foundation in IT support and progress toward more advanced technical roles.

Requirements

Strong fundamentals in troubleshooting and customer support.
Ability to follow SOPs and structured processes accurately and consistently.
Clear written and verbal communication skills.
Basic understanding of Windows and/or macOS operating systems.
Familiarity with O365 or Google Workspace environments.
Basic knowledge of MFA (Multi-Factor Authentication), VPN, printers, and endpoint devices.
Ability to prioritize and manage a ticket queue within defined SLAs.
Willingness to learn and apply feedback in a fast-paced support environment.

Nice To Haves

Prior experience in a help desk, IT support, or customer service role.
Experience with ticketing systems and IT service management (ITSM) tools.
Familiarity with account provisioning, device imaging, or endpoint management tools.
Exposure to monitoring and alerting platforms.
Associate's degree or relevant certification (e.g., CompTIA A+, Network+) in a technology-related field, or equivalent practical experience.
Demonstrated ability to identify patterns in recurring issues and suggest process improvements.

Responsibilities

Respond to user tickets involving hardware, software, access, and device issues.
Follow documented Standard Operating Procedures (SOPs) and runbooks for all troubleshooting steps.
Perform initial triage and classification of incidents.
Document all actions clearly and accurately within the ticketing system.
Support onboarding and offboarding tasks, including account setup and device provisioning.
Maintain clear, professional, and timely communication with end users, setting appropriate expectations.
Support monitoring, alert response, and routine operational checks.
Escalate complex or unfamiliar issues to Specialist II or III with clear context.
Collaborate effectively with team members to ensure smooth handoffs and issue resolution.