IT Service Support Specialist

About the role

PeopleTec is seeking a motivated and customer-focused IT Service Support Specialist to provide day-to-day technical support to users for a Ft. Bliss government customer in El Paso, TX. This entry-level position involves supporting end users with common hardware, software, peripheral, and connectivity issues while ensuring service requests are addressed promptly and professionally. The specialist serves as a primary point of contact for technical assistance, including answering support calls, documenting service requests, troubleshooting computers and monitors, setting up workstations and peripherals, and escalating more complex issues when necessary.

Responsibilities

• Serve as a first point of contact for IT support requests received by phone, email, service ticket, or in person.
• Answer incoming IT support calls and assist users with routine technical questions and issues.
• Create, update, track, and close IT service tickets in accordance with established service desk procedures.
• Provide Tier 1 troubleshooting and technical support for desktop and laptop computers, monitors, docking stations, keyboards, mice, printers, phones, and other common IT peripherals.
• Assist users with basic hardware, software, account access, and network connectivity issues.
• Install, configure, connect, and relocate computers, monitors, docking stations, printers, and other workstation equipment.
• Assist with new-user workstation setup and ensure required equipment and peripherals are properly connected and operational.
• Diagnose basic hardware and peripheral issues and coordinate equipment replacement or repair when necessary.
• Perform basic troubleshooting of wired and wireless network connectivity and escalate network-related issues to the appropriate technical personnel.
• Assist users with common operating system and approved software application issues.
• Provide basic support for conference rooms, displays, audiovisual equipment, and other commonly used office technology.
• Follow established troubleshooting procedures and knowledge-base documentation to resolve common IT issues.
• Escalate incidents and service requests that require higher-level technical support while providing appropriate documentation of troubleshooting already performed.
• Maintain accurate records of IT equipment, service requests, and assigned assets as required.
• Provide professional and courteous customer service to military, Government, contractor, and organizational personnel.
• Coordinate with other IT team members to ensure technical issues are resolved in a timely manner.
• Assist with basic IT equipment inventory, organization, and lifecycle activities.
• Perform other IT service and technical support duties as required to support organizational and mission needs.

Requirements

• 1–3 years of experience in IT support, help desk, service desk, desktop support, or a related technical support role.
• Basic knowledge of desktop and laptop computers, monitors, printers, docking stations, and common IT peripherals.
• Familiarity with Microsoft Windows operating systems and standard Microsoft Office applications.
• Ability to troubleshoot common computer hardware, software, peripheral, and connectivity issues.
• Familiarity with IT help desk, service desk, or ticketing processes.
• Ability to communicate technical information clearly to users with varying levels of technical experience.
• Strong customer service and interpersonal skills, including a professional and helpful phone presence.
• Strong problem-solving skills with the ability to follow established troubleshooting procedures.
• Ability to document technical issues and troubleshooting actions clearly and accurately.
• Ability to prioritize and manage multiple service requests in a fast-paced environment.
• Ability to recognize when an issue requires escalation and effectively communicate the issue to higher-level technical personnel.
• Ability to work effectively both independently and as part of an IT support team.
• Willingness and ability to learn new technologies, applications, and support processes.
• Must be a U.S. Citizen.
• An active DoD Secret clearance is required; candidates must have an active Secret clearance upon hire and the ability to maintain this level of clearance during employment.

Education

High school diploma or equivalent required. Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related technical field is preferred but not required.

Preferred Qualifications

• CompTIA A+, Network+, Security+, Microsoft, or other relevant entry-level IT certifications.
• Experience using an IT service management or help desk ticketing system.
• Experience supporting Microsoft Windows-based workstations and common office productivity applications.
• Familiarity with basic Active Directory functions, user accounts, permissions, or password support.
• Experience providing customer-facing technical support in a Government, DoD, military, or other mission-focused environment.

Benefits

PeopleTec offers a "People First" benefits package, continuing-education opportunities, and robust training programs. The company is an employee-owned small business founded in Huntsville, AL, with an award-winning atmosphere focused on placing employees and customers first.