IT Support Specialist
About The Position
The IT Support Specialist is the frontline Tier 1 role in a two-level Member & Employee Experience support structure and the primary point of contact for employees’ day-to-day IT support requests. The specialist provides responsive, courteous support, handles routine technical tasks, and manages support-ticket flow to help resolve technology issues quickly and professionally and maintain employee productivity and satisfaction. The role is primary to the Member & Employee Experience value stream, with secondary alignment to Secure & Reliable Operations. It also supports Business Process Enablement & Automation by helping users with new tools and processes, Technology Strategy & Innovation by sharing frontline user feedback, and Regulatory Compliance & Risk Management through account maintenance, device security enforcement, and adherence to IT policies and procedures. The position reports to the MIS Manager and works with the Senior IT Support Specialist for technical guidance and escalation.
Responsibilities
- Serve as the primary point of contact for employees’ day-to-day IT support requests.
- Provide responsive and courteous Tier 1 technical support.
- Handle routine technical tasks and manage the flow of support tickets.
- Resolve technology issues to support employee productivity and satisfaction.
- Assist users with new tools and processes.
- Share frontline user feedback that may inform strategic decisions.
- Maintain accounts, enforce device security, and follow IT policies and procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
