IT Support Specialist (Tier 1)

Job Summary

We are seeking a motivated and customer-focused Tier 1 Help Desk Technician to join our IT team. This position serves as the first point of contact for employees or customers experiencing technical issues and is responsible for providing basic technical support, troubleshooting, and excellent customer service.

The ideal candidate will have strong communication skills, problem-solving abilities, and a willingness to learn and grow within an IT support environment.

Responsibilities

• Respond to help desk tickets, phone calls, emails, and walk-up support requests
• Troubleshoot hardware, software, printer, and network connectivity issues
• Install, configure, and maintain desktops, laptops, printers, and peripheral devices
• Assist users with password resets, account access, and multi-factor authentication issues
• Document issues, resolutions, and support activities within the ticketing system
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams
• Support Microsoft Office applications, email systems, and common business software
• Perform routine system updates and workstation maintenance
• Maintain professionalism and excellent customer service during all interactions
• Follow company IT security policies and procedures
• Assist with onboarding and offboarding technology setup for employees
• Maintain inventory of IT equipment and supplies
  
  

Qualifications

Required

• High school diploma or equivalent
• Basic understanding of computer systems, networking, and operating systems
• Strong communication and customer service skills
• Ability to troubleshoot technical issues independently and efficiently
• Ability to prioritize tasks and manage multiple requests
• Basic knowledge of Microsoft Windows and Office 365
  
  

Preferred

• Associate degree in Information Technology, Computer Science, or related field
• CompTIA A certification or willingness to obtain certification
• Experience with ticketing systems and remote support tools
• Familiarity with Active Directory, VPNs, and cybersecurity best practices
  
  

Preferred Certifications

• CompTIA A
• CompTIA Network
• CompTIA Security
• Microsoft 365 Fundamentals
  
  

Skills

• Customer Service
• Troubleshooting
• Communication
• Attention to Detail
• Problem Solving
• Time Management
• Team Collaboration
• Technical Documentation
  
  

Work Environment

• Office or industrial work environment
• May require occasional lifting of computer equipment up to 50 lbs.
• May require occasional after-hours or on-call support depending on business needs
  
  

Benefits

• Competitive pay
• Opportunities for training and career growth
• Collaborative team environment
• Benefits package available based on eligibility
  
  

We are looking for someone who is dependable, eager to learn, and committed to providing outstanding technical support.

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