IT User Support Specialist I

About the role

The User Support Specialist provides technical support to staff throughout the organization. This role includes responding to inquiries, diagnosing and resolving fundamental technical issues, and escalating more complex problems to advanced support teams. The ideal candidate will possess a customer‑focused mindset, excellent communication skills, and a strong foundation in IT systems and software.

Responsibilities

• Respond to staff inquiries via phone, email, and chat, providing first‑level technical support.
• Troubleshoot and diagnose basic software and hardware issues, guiding users through step‑by‑step solutions.
• Escalate complex issues to higher‑level support teams when necessary.
• Maintain detailed records of staff interactions, incidents, and resolutions using the ticketing system.
• Stay up to date on the latest technology and product offerings to provide knowledgeable support.
• Collaborate with team members to continuously improve support processes and enhance staff satisfaction.
• Set up and configure new devices, software, and user accounts.
• Assist with basic training for users on company‑supported software and applications.
• Track and manage hardware inventory.
• Maintain and update internal IT documentation.
• Travel to all satellite office locations as needed.
• Participate in on‑call duty rotation that includes nights and weekends.

Requirements

• Two years of help‑desk experience (required).
• Microsoft 365 (Azure, Intune, Teams) experience (a plus).
• IT certification or some college coursework (a plus).
• Strong verbal and written communication skills with a customer‑focused mindset.
• Basic understanding of computer systems, networks, and common software applications.
• Ability to troubleshoot and resolve technical issues in a timely manner.
• Excellent problem‑solving and critical‑thinking skills.
• Ability to work independently and as part of a team.
• Willingness to learn and stay current with technology trends and products.

Schedule

Shift hours: 9 am – 5 pm. On‑call duty rotation includes nights and weekends.