IT Support Specialist - Tier I

TEMP-to-HIRE VIA STAFFING AGENCY WITH INTENT TO TRANSITION AS A DIRECT COMPANY EMPLOYEE

1.0 PURPOSE

The IT Support Specialist will provide first-line technical support to external business customers. In this role, you will be responsible for diagnosing and troubleshooting IT issues, providing resolutions when possible, and escalating more complex problems to higher-tier support teams. The ideal candidate is a strong communicator, detail-orientated, and thrives in a fast-paced environment where problem-solving and customer service are key.

2.0 JOB DUTIES

· Serve as the first point of contact for IT support via phone, email, chat, or ticketing system.

· Follow established procedures for accurately documenting, tracking, and resolving tickets in the company ticketing system.

· Identify patterns in recurring issues and escalate them as needed.

· Provide a high level of customer service and professionalism while handling support requests.

· Diagnose and resolve basic hardware, software, and network issues for business customers.

· Assist with basic troubleshooting of operating systems (Windows, macOS), business applications, and cloud services (Microsoft 365, Google Workspace, etc.).

· Support end-users with login issues, password resets, email configuration, and basic cybersecurity best practices.

· Collaborate with Tier 2 and Tier 3 support teams to ensure timely resolution of complex technical issues.

· Maintain clear and professional communication with customers regarding issue status and resolution timelines.

· Provide guidance on the use of company-supported software and systems.

· Educate customers on IT best practices and self-help resources.

3.0 ACCOUNTABILITY

· The IT Support Specialist is accountable to the Systems Support Engineer.

4.0 SKILLS AND ABILITIES

· Strong problem-solving skills and attention to detail.

· Excellent verbal and written communication skills.

· Ability to handle multiple tasks efficiently in a fast-paced environment.

· Team player with a customer-first mindset.

· Strong organizational skills.

· Proficiency in troubleshooting Windows/macOS operating systems, Microsoft 365, and standard business applications.

· Understanding of cybersecurity best practices, including phishing awareness and basic endpoint security.

· Familiarity with Active Directory, remote desktop tools, and basic network troubleshooting is a plus.

5.0 QUALIFICATIONS

· Experience in an IT support, helpdesk, or technical customer service role.

· High School Diploma or equivalent (Associate’s or Bachelor's degree in IT-related field is a plus.).

· Relevant industry certifications such as CompTIA A , Microsoft 365 Fundamentals, or ITIL Foundation preferred, but not required.

Job Types: Full-time, Temp-to-hire

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off

Application Question(s):

• Background checks are a must. Will you consent to a screening?
• Candidate will hire on via a staffing agency with the intent to become a direct company employee. Are you alright with this?

Ability to Commute:

• Lewisville, TX 75056 (Required)

Ability to Relocate:

• Lewisville, TX 75056: Relocate before starting work (Preferred)

Work Location: In person

Salary : $18 - $20