The IT Support Specialist I is the first point of contact for technical support requests from end-users, providing prompt and courteous assistance for basic technical issues. This role is focused on troubleshooting and resolving common IT issues such as password resets, software installation, and basic hardware troubleshooting. The Tier 1 technician logs all support requests, either resolving them or escalating more complex issues to higher tiers of support.
Wage range for this position based on experience: 45K - 55K per year
Duties & Responsibilities: - Provide front-line technical support to end-users via phone, email, or in person for common issues related to hardware, software, and network connectivity.
- Diagnose and troubleshoot basic IT problems, including password resets, software installations, printer issues, and general device troubleshooting.
- Log, track, and update all incidents and requests in the IT ticketing system, ensuring accurate documentation of the issue and steps taken.
- Escalate unresolved or complex technical issues to Tier 2 or Tier 3 support as needed.
- Follow up with end-users to ensure their issues have been resolved satisfactorily.
- Assist with user account management tasks, including password resets and access provisioning, within systems such as Active Directory.
- Provide basic support for email services, Microsoft 365 applications, and other standard business software.
- Maintain a high level of customer service, ensuring end-users are updated on the status of their requests.
- Perform basic hardware setup, including workstations, laptops, printers, and peripherals.
- Participate in end-user training and education on basic IT functions, such as email setup, security best practices, and how to use company-provided software.
- Contribute to maintaining technical documentation, user guides, and FAQs for common technical issues.
- Perform related duties as assigned or as the situation dictates.
- Willingness to travel 15% of the time to other regional offices when necessary located in IN, WI, MN and IA.
Knowledge, Skills and Abilities: - Basic understanding of Windows and Mac operating systems, Microsoft 365, and networking fundamentals.
- Familiarity with hardware troubleshooting for desktops, laptops, printers, and mobile devices.
- Strong problem-solving and communication skills, with a focus on providing excellent customer service.
- Ability to follow standard procedures for troubleshooting and escalation.
- Understanding of security best practices (e.g., recognizing phishing attempts, following data protection protocols) preferred.
Education & Experience: - High school diploma or equivalent; an associate's degree in IT or related field is a plus.
- 1+ year of experience in a customer service or IT support role (internship or help desk experience is acceptable).
- Experience using ticketing systems to log, track, and document incidents (e.g., ServiceNow, Track-It., Zendesk).
- Certifications such as CompTIA A+ or Microsoft 365 Fundamentals are a plus.
- Basic knowledge of Active Directory user management (password resets, account unlocks) preferred.
- Familiarity with remote desktop tools to assist in troubleshooting remote user issues preferred.
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