IT Support Specialist

What You'll Do

• Respond to technical support requests through phone, live chat, and the IT service management system
• Troubleshoot common hardware, software, connectivity, and account-related issues
• Reset passwords, manage user access, and assist with authentication and login issues
• Provide guidance and support for company applications and technology tools
• Document issues, resolutions, and escalations within the service management system
• Escalate complex or recurring technical issues to higher-level support teams when appropriate
• Track escalated requests and follow up to ensure timely resolution
• Participate in testing new applications, system updates, and technology enhancements
• Maintain current knowledge of company technologies, systems, and application updates through ongoing learning
• Support departmental initiatives and perform additional responsibilities as assigned

Required Qualifications

• A high school diploma or equivalent
• 1–2 years of related experience in IT support, help desk, customer service, or a similar technical support role
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Ability to explain technical concepts in a clear, user-friendly manner
• Experience using Microsoft Office applications and common business technologies
• Comfortable working with multiple software applications, operating systems, web-based tools, VPNs, multi-factor authentication, and remote support technologies

Preferred Qualifications

• Experience working in a help desk or IT service desk environment
• Experience using ticketing systems such as ServiceNow or similar IT service management platforms
• Familiarity with Windows operating systems, Microsoft 365, Zoom, VPN connectivity, and user account administration
• Experience supporting a diverse user base in a fast-paced business environment