IT Support Specialist - Mondays ONLY

Responsibilities

• Respond to inbound service desk calls and self-service support tickets.
• Troubleshoot basic hardware, software, network connectivity, access, and endpoint issues.
• Document issue details, troubleshooting steps, and resolution status in a ticketing system.
• Use prior records and problem-solving skills to help identify root causes.
• Escalate unresolved incidents to appropriate Tier 2, Tier 3, or resolver teams.
• Provide timely, accurate, and professional support to end users.
• Support full-time service desk coverage requirements.

Requirements

• A high school diploma or equivalent.
• At least 1 year of related customer service, call center, help desk, or IT support experience.
• Ability to meet applicable public trust or suitability requirements.
• Basic knowledge of end-user hardware, software, networking, and access support.
• Strong communication, customer service, and documentation skills.

Qualifications

• Preferred qualifications include:
• Experience in a help desk, call center, or enterprise service desk environment.
• Familiarity with Windows and Mac operating systems.
• Basic understanding of networking concepts, including VPN, Wi-Fi, LAN connectivity, and remote access.
• Experience using ticketing or ITSM tools such as ServiceNow or similar platforms.
• Demonstrated ability to resolve issues efficiently and escalate appropriately.

Benefits

• Health & Wellness: Medical (BC-BS), dental, and vision plans.
• Paid Time Off: Generous PTO, paid holidays, and increasing PTO based on years of service.
• Retail Savings: 401(k) plan with company match and auto-enrollment.
• Company-Paid Coverage: Short-term and long-term disability, life insurance, and AD&D insurance.
• Additional Options: Voluntary benefits including pet insurance and student loan assistance up to $1,000 annually.
• Perks: FSAs, HSAs, wellness programs, and more.