IT Support Specialist

Fleetworthy•Albany, NY

About The Position

We're hiring an enthusiastic and customer-focused IT Support Specialist to join our Help Desk team. This is an entry-level role that is perfect for someone beginning their IT career who is eager to learn and grow in a fast-paced technology environment. As part of the IT Support team, you will be on the front lines supporting team members across the organization — solving everyday technical problems, building relationships, and delivering excellent service.

Requirements

0–1 year of IT support, help desk, or customer service experience (internships, co-ops, and volunteer experience welcome).
Basic understanding of Windows and/or Apple operating systems.
Strong interpersonal and communication skills — able to explain technical concepts clearly to non-technical users.
Eagerness to learn, troubleshoot, and adapt to new technologies.
Ability to stay calm and professional under pressure.
Associate's degree, certificate program in IT/Computer Science, or demonstrated equivalent experience or self-study.

Nice To Haves

Familiarity with Microsoft Active Directory, EntraID Azure, M365 Suite
Any experience with a ticketing system such as Jira Service Management, ServiceNow, or similar.
CompTIA A+ certification or currently pursuing.
Interest in pursuing a long-term career in IT, cybersecurity, or infrastructure.

Responsibilities

Serve as the first point of contact for employees experiencing technical difficulties via phone, email, chat, or in person.
Provide friendly, patient, and professional customer service to end-users at all levels of the organization.
Log, track, and resolve incoming help desk tickets in a timely and thorough manner.
Diagnose and resolve basic hardware, software, and connectivity issues for end-users across multiple locations.
Escalate complex or unresolved issues to senior IT staff with detailed documentation of steps already taken.
Follow established procedures and knowledge base articles to resolve common support requests.
Assist in the setup, configuration, and deployment of laptops, desktops, peripherals, and mobile devices for new employees.
Support basic account provisioning and access requests under the guidance of senior IT staff.
Document common issues, resolutions, and how-to guides to help build out Help Desk knowledge base resources.
Follow and help maintain IT procedures and standard operating documentation.
Assist the IT team with day-to-day operational tasks and project support as needed.
Execute other duties typical of an entry-level IT support role as assigned.