IT Dept - Service Support Specialist I

Phillips & Cohen Associates Ltd. • Wilmington, DE

4d • $22 • Onsite

About The Position

The Service Support Specialist I is responsible for providing functional Tier 2 support, managing the lifecycle of incidents and service requests, and performing effective hardware and software troubleshooting.

Requirements

• Solid understanding of Active Directory/Entra ID, TCP/IP fundamentals, and troubleshooting corporate applications (e.g., ERP, CRM).
• Proficient in using ITSM tools and remote diagnostic utilities.
• Strong ability to prioritize conflicting demands and manage ticket workflow effectively.
• High School Diploma or GED required.

Nice To Haves

• CompTIA A+ hardware or software, or ITIL Foundation training or certification, or Microsoft Certified: Modern Desktop Administrator Associate or equivalent is highly desired.
• Associate’s degree in information technology or a related field preferred.
• 1-2 year of IT Service Desk and/or IT support experience in a corporate or enterprise environment preferred.
• Experience supporting Windows desktops, enterprise, applications, and ITSM ticketing systems is preferred.

Responsibilities

• Manage the incident and service request queues, ensuring adherence to Service Level Agreements (SLAs).
• Handle complex service requests, including advanced user provisioning and resource access modifications.
• Resolve Tier 2 incidents involving network access (VPN/Wi-Fi), complex software installations/troubleshooting, and access to key enterprise applications.
• Deliver timely and effective technical support for software malfunctions and complex hardware issues (e.g., driver conflicts, hard drive diagnostics, operating system re-imaging).
• Proactively monitor critical application logs and system performance metrics.
• Act as the initial point of contact for service alerts across networking, server, and platform teams, providing accurate triage before escalation.
• Identify patterns in recurring incidents and actively contribute to the Problem Management process by documenting trends for analysis.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED