Level 1 Technical Support Specialist

Tier‑1 IT Support Engineer Position Summary The Tier‑1 IT Support Engineer provides first‑level technical support to end users across several different client sites. This role is responsible for responding to service requests, troubleshooting hardware and software issues, and delivering excellent customer service through phone, email, and in‑person support. The ideal candidate has a strong foundation in desktop support, productivity platforms, and user account management, with a willingness to learn and grow in a fast‑paced IT environment. Key Responsibilities Serve as the first point of contact for technical support requests via phone, email, ticketing system, and walk‑up supportDiagnose, research, and resolve technical issues related to hardware, software, and peripheralsTroubleshoot and support Windows and macOS operating systemsProvide user support for Google Workspace (formerly G Suite) and Microsoft Office / Microsoft 365 applicationsSupport email platforms such as Google Workspace Gmail and Microsoft ExchangeTroubleshoot printers, scanners, mobile devices, and basic network connectivity issuesAssist with user account administration, including account creation, permissions, security groups, and password resetsInstall, configure, maintain, and upgrade computer systems, hardware, and softwareDocument incidents, resolutions, and procedures clearly within the ticketing systemEscalate unresolved or complex issues to Tier‑2 or Tier‑3 support teams as appropriateFollow established IT processes, policies, and best practices to meet service level expectations Desired Skills And Qualifications 2+ years of technical support or IT‑related experience (professional or equivalent academic experience)Experience troubleshooting Windows and Apple operating systemsExperience supporting Google Workspace (Gmail, Drive, Docs, Sheets, Admin Console)Exposure to Microsoft Office / Microsoft 365 applicationsFamiliarity with Exchange, printers/scanners, mobile devices, and basic network troubleshootingPrevious experience troubleshooting desktops, laptops, and peripheral hardwareExposure to virtual environments is a plusStrong verbal and written communication skillsCustomer‑focused mindset with the ability to explain technical concepts clearly to non‑technical usersAbility to work effectively in a team environment and commit to a full‑time work schedule Education Associate Degree in Information Technology or a related field preferred, but not required Certifications (Preferred) ITIL FoundationCompTIA A+, Network+, and/or Security+Google IT Support Professional CertificateGoogle Workspace Administrator Certification (a plus) #jp2