IT Support Specialist – Level 1

About the role

The IT Support Specialist I provides first-level technical support to employees across the organization, ensuring timely resolution of technology issues while delivering an exceptional customer service experience. This role supports end-user hardware, software, mobile devices, and enterprise applications, serving as the first point of contact for IT support requests and escalating more complex issues to senior IT staff when appropriate. Reporting to the IT Lead, the IT Support Specialist I plays a key role in supporting the organization's day-to-day technology operations, ensuring employees have reliable technology and timely technical support to remain productive.

Responsibilities

• Serve as the first point of contact for technology support requests from employees and contractors, providing assistance through the IT ticketing system, email, phone, and in-person support.
• Respond to and resolve support requests in accordance with established service level expectations (SLAs).
• Troubleshoot and resolve common hardware, software, printer, mobile device, Microsoft 365, and network connectivity issues through both remote and in-person support.
• Build positive working relationships by delivering responsive, courteous, and solution-oriented technical support.
• Prepare, image, deploy, maintain, and recover company-issued laptops, monitors, peripherals, and other endpoint devices in accordance with IT standards.
• Set up new employee workstations and assist with onboarding and offboarding activities, including account provisioning, equipment deployment, and device recovery.
• Escalate unresolved or complex issues to senior IT staff while documenting troubleshooting steps and maintaining ownership through resolution.
• Identify recurring support issues and recommend process improvements, documentation updates, or knowledge base articles to improve service delivery.
• Create, modify, and disable user accounts, passwords, distribution groups, and permissions in accordance with established procedures.
• Assist with Microsoft 365 administration, including Outlook, Teams, OneDrive, and related applications.
• Support endpoint management activities, including software installation, updates, and basic device configuration.
• Maintain accurate inventory records for hardware, software, peripherals, and assigned technology assets throughout their lifecycle.
• Follow established security policies and promptly report suspected security incidents, phishing attempts, or unauthorized access.
• Deliver friendly, professional, and timely customer service while communicating technical information in a clear and understandable manner and ensuring users are informed throughout the support process.
• Document support requests, resolutions, and knowledge articles within the IT service management system, maintaining accurate records and up-to-date SOPs for training and operational consistency.
• Assist with office technology setups, conference room equipment, printers, and audiovisual systems.
• Support scheduled maintenance activities and occasional after-hours work during technology deployments or upgrades.
• Perform other duties as assigned.

Qualifications

• Associate degree in information technology, Computer Science, or a related field preferred, or an equivalent combination of education, certifications, and relevant experience.
• 0–2 years of experience in an IT help desk, desktop support, or technical support role.
• Working knowledge of Microsoft Windows 10/11, Microsoft 365, common business productivity applications, and basic computer hardware troubleshooting.
• Basic knowledge of Microsoft Active Directory, Microsoft Entra ID, Microsoft 365 administration, password management, and user account lifecycle management.
• Familiarity with IT ticketing systems such as Spiceworks, Jira Service Management, Freshservice, or similar platforms.
• Basic knowledge of networking concepts, including Wi-Fi, TCP/IP, VPN connectivity, and printer troubleshooting.
• Strong analytical and problem-solving skills with a demonstrated willingness to learn new technologies and continuously expand technical knowledge.
• Ability to prioritize multiple support requests in a fast-paced environment while maintaining attention to detail.
• CompTIA A+, Microsoft Fundamentals, or other entry-level IT certifications are preferred but not required.
• Demonstrated ability to manage multiple priorities, adapt to changing business needs, and work effectively both independently and as part of a team.
• Excellent customer service, communication, and interpersonal skills with the ability to work effectively across all levels of the organization.
• Demonstrated professionalism, integrity, accountability, and the ability to handle confidential information appropriately.

This position is an onsite/in-person role.

This response is AI-generated, for reference only.