Technical Service Specialist I

Ncmic • Clive, IA

2d

About The Position

Provides frontline technical support to users through multiple channels: phone, email, online chat (Teams), walk-ups, and the ticketing portal (NinjaOne). Resolves common workstation, account/access, Microsoft 365, and conferencing/AV issues, and performs onsite support as needed. Triages requests, documents resolution steps, escalates complex issues to senior team members, and contributes to a consistent, customer-focused support experience. Assists with security-related user reports, including phishing email analysis and response.

Requirements

• High school diploma/GED required; associate degree or college coursework in Information Technology preferred, or equivalent experience.
• Ongoing work toward or achievement of industry certifications is encouraged (e.g., CompTIA A+, Network+, ITIL Foundation, Microsoft 365 Fundamentals).
• 1–2 years of related experience in a service desk, desktop support, or customer-facing technical support role.
• Strong customer service and communication skills with the ability to explain technical concepts in user-friendly terms.
• Working knowledge of Windows desktop support, common endpoint hardware/peripherals, and basic troubleshooting methodology.
• Working knowledge of Microsoft 365 applications (Outlook, Teams, OneDrive) and common account/authentication issues (password/MFA).
• Experience using ticketing and remote management tools (NinjaOne ticketing and NinjaOne RMM preferred).
• Ability to follow security procedures and perform phishing email analysis/response actions.
• Ability to document work clearly and consistently.
• Strong organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Must have the ability to focus on tasks for extended periods of time.
• Must be flexible and can work with a variety of tasks and employees.
• Ability to plan, organize, be detail-oriented, and deadline-focused.
• Continuous sitting for extended periods of time; some standing, walking, bending, reaching, and lifting associated with onsite support.
• Frequent use of hands and fingers to manipulate a computer, telephone, and other office equipment.
• Ability to lift and move computer equipment (monitors, docking stations, laptops/desktops) as needed for installations and repairs.
• Ability to look and concentrate at a computer/monitor for extended periods of time.

Nice To Haves

• associate degree or college coursework in Information Technology preferred, or equivalent experience.
• Ongoing work toward or achievement of industry certifications is encouraged (e.g., CompTIA A+, Network+, ITIL Foundation, Microsoft 365 Fundamentals).
• NinjaOne ticketing and NinjaOne RMM preferred.

Responsibilities

• Serve as the primary point of contact for IT support, receiving and resolving incidents/requests via phone, email, chat/Teams, walk-ups, and the ticketing portal.
• Perform initial triage, prioritize based on impact/urgency, and provide timely updates to users.
• Troubleshoot and resolve common issues related to Windows workstations, printers/peripherals, and standard corporate applications.
• Document accurate troubleshooting steps and resolutions within NinjaOne to support knowledge sharing.
• Escalate unresolved or complex issues to senior team members with clear diagnostics and replication steps.
• Provide onsite support for laptop/desktop break-fix, hardware swaps, docking stations, monitors, and other peripherals.
• Assist with endpoint onboarding/offboarding tasks including setup, configuration, shipping/receiving as applicable, and user orientation.
• Use NinjaOne RMM tools for remote troubleshooting, software deployment, and basic remediation activities.
• Support a predominantly Windows environment and provide limited support for macOS devices as needed.
• Provide user support for Microsoft 365 applications and services including Outlook, Teams, and OneDrive.
• Support a variety of business-related software and services.
• Support account and authentication issues including password resets, MFA troubleshooting, account unlocks, and access requests in accordance with established policies and approvals.
• Assist users with connectivity-related troubleshooting (Wi-Fi/VPN) and coordinate escalation when network or platform changes are required.
• Receive, evaluate, and respond to user-reported phishing or suspicious emails (KnowBe4 PhishER+).
• Take appropriate response actions, including quarantine/purge, in accordance with documented procedures.
• Promote secure computing practices and promptly escalate suspected security incidents.
• Create and maintain end-user and internal support documentation (knowledge base articles, quick guides, and standard procedures).
• Maintain accurate asset and service records associated with endpoint assignments and support activities.
• Assist with lifecycle tasks such as inventory checks, device replacements, and disposal coordination.
• Perform other duties as assigned.

What This Job Offers

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