Internal Technical Support Specialist

About the role

The Technical Support Specialist provides first-level technical support to employees across the organization. This role is responsible for troubleshooting hardware, software, network, and telecommunications issues while delivering exceptional customer service.

Responsibilities

• Provide Tier 1 technical support to employees via phone, email, chat, SMS, and in person.
• Troubleshoot and resolve hardware, software, operating system, network, and telecommunications issues.
• Respond to incidents and service requests in accordance with established IT service expectations.
• Document all incidents, requests, troubleshooting steps, and resolutions within the IT service management system.
• Create, modify, and disable user accounts and permissions in Active Directory, Microsoft 365, and other business systems.
• Install, configure, and maintain approved software applications.
• Aid with employee onboarding/orientation and offboarding.
• Maintain accurate inventory records for IT hardware and software assets.
• Follow established IT policies, security standards, and change management procedures.
• Provide clear communication and outstanding customer service to employees at all levels of the organization.

Requirements

• 1–3 years of IT support or help desk experience.
• Working knowledge of: Windows 11, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, InTune), Active Directory and user account management, basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with ticketing or IT service management systems.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to prioritize multiple tasks while maintaining attention to detail.

Qualifications

• Associate's degree in Information Technology or related field, or equivalent work experience.
• Experience supporting Windows Server environments.
• Familiarity with virtualization technologies such as Hyper-V or VMware.
• Experience supporting VoIP or unified communications systems.
• Industry certifications such as CompTIA A+, Network+, Microsoft, or equivalent.