First Level IT Support – US

Drees & Sommer SE•Cary, NC

17h•Hybrid

About The Position

Join our team as an IT Support Specialist, where you’ll play a key role in providing first-line technical assistance to internal users across our growing organization. In this position, you will help ensure smooth and efficient IT operations by resolving technical issues, supporting end users, and maintaining high service standards. We are seeking a proactive and customer-focused IT professional with strong communication, troubleshooting, and problem-solving skills who enjoys working in an international environment.

Requirements

Degree in Information Technology, Computer Science, or a related field preferred, or equivalent combination of education, certifications, and hands-on experience
2-3 years of IT support, technical support, or help desk experience in a business environment
Experience working with IT ticketing systems and service management processes
Basic knowledge of Windows operating systems
Working knowledge of Microsoft 365 applications, including Outlook, Teams, and SharePoint
Understanding of user account, permission, and identity management concepts
Ability to perform password resets, account unlocks, and basic access administration tasks
Experience using remote support and troubleshooting tools
Strong communication and interpersonal skills with a customer-oriented mindset
Excellent problem-solving and analytical abilities
Ability to prioritize tickets based on urgency, impact, and service level commitments
Comfortable working with users from different cultures, countries, and locations
Fluent English is required; additional languages are considered an advantage
Proactive and solution-oriented mindset (can-do attitude)

Nice To Haves

Experience supporting users in international or distributed environments is a plus
IT-related training or certifications (completed or in progress) are desirable

Responsibilities

Act as the first point of contact for IT support requests via ticketing systems, email, phone, and remote support tools
Troubleshoot and resolve hardware, software, network, and business application issues
Log, track, and document incidents and service requests within the IT service management platform
Prioritize and manage support requests in line with SLAs and business needs
Escalate complex issues to specialized support teams when required
Provide support to employees across multiple locations and time zones
Manage employee onboarding and offboarding, including device provisioning, account setup, access configuration, and asset recovery
Administer user accounts, permissions, password resets, account unlocks, and access changes in line with security requirements
Coordinate the procurement of IT hardware, software, licenses, and related services.
Maintain accurate inventories of IT assets, equipment, and software licenses
Support the implementation, maintenance, upgrade, and troubleshooting of business applications and vendor solutions
Use remote management and monitoring tools to support users and maintain operational continuity
Promote cybersecurity awareness and best practices across the organization
Manage endpoint security solutions, including antivirus protection and monitoring tools
Ensure compliance with IT policies, security standards, and data protection requirements
Create and maintain technical documentation, knowledge base articles, FAQs, and support procedures
Contribute to the continuous improvement and standardization of IT support processes
Identify opportunities to improve IT services, user experience, and operational efficiency
Stay up to date with emerging technologies and recommend new solutions where appropriate
Support IT projects, system implementations, migrations, and other technology initiatives