User Support Specialist
About The Position
The User Support Specialist serves as the primary point of contact for staff experiencing software and user-related IT issues, providing courteous, solution-focused customer service and clear communication at every step. This role plays a key part in onboarding and offboarding processes, ensuring that new employees receive timely access, orientation, and digital setup. The position manages support tickets, provides one on one solutions-based training, maintains documentation, and works closely with all IT Staff to enhance the overall user experience. Also serves as backup for the Tessitura Operations Specialists team for data entry and proofing performance setup data and assists with Tessitura data maintenance.
Requirements
- High School Diploma or GED required.
- 1–2 Years of Experience working in IT support.
- Experience with Microsoft 365 required.
- Strong troubleshooting and communication skills with a focus on end-user support.
- Familiarity with Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive) is preferred.
- Organized and responsive; able to manage multiple priorities and maintain detailed documentation.
- Customer service orientation with a proactive approach to problem-solving.
- Ability to lift and carry up to 25 lbs.
- Ability to sit at a computer for extended periods-of-time.
- Ability to operate computer, calculator, and other basic office machines.
- Ability to use telephone.
- Ability to maintain good attendance.
- Valid driver's license and safe driving record.
- Successful completion of a background check and drug screen.
Nice To Haves
- Associate Degree in Information Technology (IT), Computer Science, or related field preferred.
- Experience with ticketing systems (Tessitura preferred) preferred.
- Prior experience in a user support or help desk environment is highly desirable.
- Knowledge of Tessitura software is a plus; training will be provided if needed.
Responsibilities
- Serve as the first line of support for staff encountering user-facing or software-related issues across Microsoft 365, SharePoint, Teams, OneDrive, Tessitura, and other platforms.
- Monitor and respond to help desk requests promptly; ensure all tickets are properly tracked, prioritized, and resolved or escalated.
- Coordinate and execute onboarding and offboarding tasks including account setup, permission configuration, software access, and initial user guidance.
- Act as the first digital contact for new staff, offering hands-on support and direction during the onboarding process.
- Create and maintain easy-to-follow documentation, FAQs, and self-help resources tailored to common staff needs.
- Deliver or coordinate staff training on digital tools and usage best practices.
- Identify patterns in support requests and recommend solutions, process improvements, or proactive training opportunities.
- Support technology-related projects by facilitating user testing, feedback collection, and documentation development.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
