IT Dept - Service Support Specialist I

Role Summary
The Service Support Specialist I is responsible for providing functional Tier 2 support, managing the lifecycle of incidents and service requests, and performing effective hardware and software troubleshooting.
Key Responsibilities

• Service Desk: Manage the incident and service request queues, ensuring adherence to Service Level Agreements (SLAs). Handle complex service requests, including advanced user provisioning and resource access modifications.
• Incident Resolution: Resolve Tier 2 incidents involving network access (VPN/Wi-Fi), complex software installations/troubleshooting, and access to key enterprise applications.
• Computer Break/Fix: Deliver timely and effective technical support for software malfunctions and complex hardware issues (e.g., driver conflicts, hard drive diagnostics, operating system re-imaging).
• Monitoring & First Line of Support: Proactively monitor critical application logs and system performance metrics. Act as the initial point of contact for service alerts across networking, server, and platform teams, providing accurate triage before escalation.
• Continuous Improvement: Identify patterns in recurring incidents and actively contribute to the Problem Management process by documenting trends for analysis.

Knowledge, Skills, and Abilities (KSAs)

• Knowledge: Solid understanding of Active Directory/Entra ID, TCP/IP fundamentals, and troubleshooting corporate applications (e.g., ERP, CRM).
• Skills: Proficient in using ITSM tools and remote diagnostic utilities. Strong ability to prioritize conflicting demands and manage ticket workflow effectively.
• Training/Certifications: CompTIA A hardware or software, or ITIL Foundation training or certification, or
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent is highly desired.

Work Schedule & Location

• Schedule: Monday through Thursday, 12:00 PM – 9:00 PM; Friday, 9:00 AM – 6:00 PM.
• Work Location: This is a 100% in-office position. Employees are expected to work on-site five days per week.

Experience

• 1-2 year of IT Service Desk and/or IT support experience in a corporate or enterprise environment preferred.
• Experience supporting Windows desktops, enterprise, applications, and ITSM ticketing systems is preferred.

Education:

• High School Diploma or GED required.
• Associate’s degree in information technology or a related field preferred.

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Salary : $22