Technical Support Specialist

Job Description

The Technical Support Specialist is responsible for providing intermediate-level technical support across internal systems, field operations, and customer-facing platforms. This role includes diagnosing and resolving Tier 1 and Tier 2 issues, supporting system configurations, and ensuring reliable service delivery. The Specialist is expected to take ownership of issues from intake through resolution, while following established processes and escalating when appropriate.

Key Responsibilities

• Provide technical support across devices, applications, telephony systems, and user environments to ensure system reliability.
• Diagnose and resolve Tier 1 and Tier 2 technical issues, including user access, device failures, connectivity issues, and application errors.
• Support account provisioning, permissions management, and device configuration for internal users and customer environments.
• Aid in system configurations such as telephony setup, endpoint configuration, and basic network troubleshooting.
• Monitor and respond to incoming support requests via phone, ticketing systems, and messaging platforms.
• Create and maintain knowledge base documentation, ensuring accurate and up-to-date troubleshooting guides and support procedures.
• Identify recurring issues and contribute to root cause analysis and long-term resolution efforts.
• Escalate complex issues to senior technical resources with complete and accurate documentation.
• Maintain awareness of system status and proactively respond to performance or outage indicators.
• Manage and prioritize support queues based on urgency, severity, and business impact.
• Ensure all tickets are updated, tracked, and closed with proper documentation.
• Participate in outage response by performing initial triage and gathering critical information.
• Adhere to escalation procedures and service standards to ensure consistency and quality.
• Communicate technical issues and resolutions clearly to both technical and non-technical audiences.
• Collaborate with Product, Development, Infrastructure, and Operations teams to resolve issues.
• Provide feedback on recurring issues, system improvements, and support process gaps.

Qualifications

• 2+ years of experience in technical support, IT help desk, or similar role preferred.
• Familiarity with Microsoft 365, device management tools, and ticketing systems.
• Basic understanding of Active Directory, endpoint management, or telephony systems is a plus.
• Ability to follow structured processes and independently drive issue resolution.

Non-Technical Requirements

• Strong communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and analytical thinking skills.
• High level of accountability and attention to detail.
• Team-oriented mindset with a focus on continuous improvement.

Benefits

• Full time
• 401k
• ESOP
• PTO