The IT Support Specialist takes phone calls, documents problems, supports hardware & software, and trains end-users. The position is also responsible for troubleshooting technical problems involving hardware, software, or connectivity. IT Support Specialists may also be asked to participate in technical projects.

Level 1

Level 2

Level 3

1

Associate’s Degree in CIS, MIS, or a technology-related field of study required or 5 years experience in the field.

Associate’s Degree in CIS, MIS, or a technology-related field of study required or 7 years experience in the field.

Associate’s Degree in CIS, MIS, or a technology-related field of study required or 10 years experience in the field.

2

1-5 years of experience in customer service or technical support preferred.

3-7 years of experience in customer service or technical support preferred.

10 years of experience in customer service or technical support preferred.

3

Clearly and effectively communicate verbally and electronically.

Clearly and effectively communicate verbally and electronically.

Clearly and effectively communicate verbally and electronically.

4

Must have strong analytical skills, with the ability to effectively diagnose problems.

Must have strong analytical skills, with the ability to effectively diagnose problems.

Must have strong analytical skills, with the ability to effectively diagnose problems.

5

Ability to both create and follow procedural instructions.

Ability to both create and follow procedural instructions.

Ability to both create and follow procedural instructions.

6

Experience with any 4 of the following 10 applications or categories preferred: Active Directory, Remote help tools, inventory management solutions, Airwatch, Adaxes, Helpdesk ticketing software, Cisco Finesse, Microsoft Office applications, Exchange, Windows 10 & 11, or Call Manager.

Experience with any 6 of the following 10 applications or categories required: Active Directory, Remote help tools, inventory management solutions, Airwatch, Adaxes, Helpdesk ticketing software, Cisco Finesse, Microsoft Office applications, Exchange, Windows 10 & 11, or Call Manager.

Experience with any 8 of the following 10 applications or categories required: Active Directory, Remote help tools, inventory management solutions, Airwatch, Adaxes, Helpdesk ticketing software, Cisco Finesse, Microsoft Office applications, Exchange, Windows 10 & 11, or Call Manager.

7

Ability to train other technicians on past experiences.

Ability to train other technicians on past experiences.

8

Possesses advanced hardware & software troubleshooting skills.

Possesses advanced hardware & software troubleshooting skills.

9

Ability to work independently, while still effectively updating management & customers.

10

Ability to create and complete technology projects with little to no guidance.

11

Must successfully pass all applicable background checks and drug screens.

Must successfully pass all applicable background checks and drug screens.

Must successfully pass all applicable background checks and drug screens.