IT Technical Support Specialist I

Responsibilities

• Provide basic troubleshooting (e.g., password resets, printer issues, connectivity problems).
• Escalate unresolved issues to Tier 2 or appropriate teams.
• Log and track incidents in the ticketing system accurately.
• Follow standard procedures and documentation.
• Educate users on basic self-help resources or FAQs.
• Monitor service desk queue and prioritize tickets based on urgency.
• Collaborate with Tier 2 to further investigate the issue.
• Perform basic Asset Management activities that identify and label new IT assets and documentation associated with IT Asset Management tools or systems.

Requirements

• 0-3 years of related information technology work experience.
• High School Diploma required.
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).
• Regular and reliable attendance is an essential function of this job.
• Ability to travel up to 10% of the time.
• Ability to work on-site as directed by management and is determined by the needs of the business.
• United States Citizenship with the ability to obtain and maintain, a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).

Qualifications

• Associate's degree in computer-related field or equivalent IT work experience.
• Demonstrated experience using ServiceNow’s ticketing system in a medium to large size company.
• General knowledge of desktop computer systems.
• Beginner to intermediate skills for identifying and resolving technical problems.
• Skill in using operating system software, companion software and utilities.
• Effective communication skills, interpersonal and customer-service skills.
• Some positions within this classification may require unique computer skills.