IT Support Specialist
About The Position
The IT Support Specialist is the frontline tier of a two-level Member & Employee Experience support structure and the primary contact for employees’ day-to-day IT support requests. The role provides responsive, courteous Tier 1 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 position reports to the MIS Manager and works closely with the Senior IT Support Specialist for technical guidance and escalation. It supports the Member & Employee Experience value stream as a primary responsibility, with secondary alignment to Secure & Reliable Operations. The role also assists with Business Process Enablement & Automation by helping users with new tools and processes, contributes frontline user feedback to Technology Strategy & Innovation, and supports Regulatory Compliance & Risk Management through account maintenance, device security enforcement, and adherence to IT policies and procedures.
Responsibilities
- Serve as the primary point of contact for employees’ day-to-day IT support requests.
- Provide responsive, courteous Tier 1 technical support.
- Handle routine technical tasks and manage the flow of support tickets.
- Resolve technology issues to help maintain employee productivity and satisfaction.
- Work with the Senior IT Support Specialist for technical guidance and escalation.
- Assist users with new tools and processes.
- Share frontline user feedback that can inform strategic decisions.
- Maintain accounts, enforce device security, and follow IT policies and procedures.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
