Technical Support Specialist I - Sacramento
About The Position
The Technical Support Specialist I provides foundational technical support for end-user computing systems, applications, and related technologies. The TSS I resolves routine issues, supports standard hardware deployments, and delivers consistent, high-quality customer service while developing technical skills and familiarity with JAX IT standards and processes. This role works under close to general direction and escalates more complex issues to senior team members as appropriate. This role is a high-value contributor to sustaining JAX IT Support Excellence.
Requirements
- One to three years of experience in technical support, customer support, related technology role (or equivalent education and training), or position using technology in related ways.
- Basic knowledge of operating systems (e.g., Windows, macOS) and common end-user applications.
- Ability to follow documented procedures and apply standard troubleshooting steps.
- Effective communication skills and a strong commitment to customer service and ongoing learning.
- High School Diploma or GED
- 1 years of experience
Nice To Haves
- CompTIA ITF+ certification
- CompTIA A+ certification
- Experience supporting or handling end-user computing hardware and peripherals
- Familiarity with ticketing systems or ITSM platforms
- Associate’s degree in information technology, a technical discipline, or another field combined with relevant technical training or experience.
- 3 years of experience
Responsibilities
- Provides direct technical support to clients for routine end-user computing issues following documented procedures and standards.
- Responds to incident and request tickets through the ITSM platform and ensures accurate documentation of work performed.
- Assists with the deployment of standard end-user computing hardware and peripherals under established guidelines.
- Performs basic troubleshooting of operating systems, applications, and peripherals; escalates moderately complex or unfamiliar issues per defined escalation paths.
- Follows ITIL-aligned processes for incident, request, and change activities.
- Documents solutions and contributes to knowledge base articles by capturing repeatable resolutions and observations.
- Collaborates with Technology Support Specialist II and III staff to learn troubleshooting approaches and support service delivery.
- Maintains required training and actively develops technical knowledge of supported tools, systems, and services.
- Demonstrates professional communication and strong customer service skills in all client interactions.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
