What are the responsibilities and job description for the IT Support Specialist position at AccruePartners?
THE TEAM YOU WILL BE JOINING
- Join the internal IT organization of a large, established company with a significant employee base and a broad technology environment.
- You will be part of the Service Desk team, serving as one of the first points of contact for employees experiencing technology issues.
- This is a contract-to-hire opportunity designed for someone who wants to build their career in IT support and grow within an enterprise technology organization.
- The team is looking for someone who brings a strong customer-service mindset, communicates well over the phone, and is comfortable learning and troubleshooting technology.
LOCATION
Fort Mill, SC
- Onsite 5 days per week
WHAT THEY OFFER YOU
- Opportunity to get your foot in the door with a large enterprise IT organization.
- Contract-to-hire path with the intention of bringing strong performers onto the team permanently.
- Hands-on exposure to enterprise technology, IT service management processes, and end-user support.
- Opportunity to build experience across hardware, software, user access, Microsoft technologies, ticketing systems, and general desktop support.
- A strong environment for someone early in their IT career who wants to build a broader technical foundation.
WHY THIS ROLE IS IMPORTANT
As an IT Support Specialist, you will be on the front line of the employee technology experience. You will receive incoming support requests, understand the issue the user is experiencing, work through initial troubleshooting, document the interaction, and either resolve the issue or route it to the appropriate technical team.
Typical support may include:
- Responding to employees by phone and through the IT ticketing system.
- Troubleshooting common Windows desktop and laptop issues.
- Supporting basic Microsoft 365, Outlook, application, and software issues.
- Assisting with password resets, account access, login, and authentication issues.
- Troubleshooting printers, monitors, docks, keyboards, and other common peripherals.
- Working through basic Wi-Fi, network connectivity, and VPN-related issues.
- Creating, updating, and documenting tickets accurately throughout the support process.
- Following established troubleshooting procedures and knowledge-base documentation.
- Identifying issues that require additional technical expertise and escalating them to the appropriate support team.
- Providing a positive customer experience, particularly when helping users who may be frustrated or uncomfortable with technology.
THE BACKGROUND THAT FITS
- Previous experience working in a Help Desk, Service Desk, technical support, call center, customer service desk, or other phone-based customer support environment.
- Strong communication skills and comfort spending a significant portion of the day assisting users over the phone.
- Ability to listen to a problem, ask effective questions, and walk someone through troubleshooting steps.
- Exposure to an IT ticketing platform such as ServiceNow, Jira Service Management, or a comparable system.
- General familiarity with Windows PCs, Microsoft applications, hardware, peripherals, and basic connectivity troubleshooting.
- Exposure to Active Directory, user-account administration, remote-support tools, or enterprise IT environments is a plus.
- CompTIA A certification is strongly preferred, or an Associate’s/Bachelor’s degree in Computer Science, Information Technology, Computer Information Systems, or a related discipline.
- Someone early in their IT career with strong technical aptitude and customer-service experience will absolutely be considered.
- Bilingual English/Spanish is a plus.
- Most importantly, you should be patient, dependable, curious, and comfortable working directly with users to solve problems.