Job Title: Tier I Technical Support Specialist
Location: Purcellville, Virginia
Department: Information Technology
Job Type: Full-time
Reports To: Technical Support Manager
Job Summary:
The Tier I Technical Support Specialist is the first point of contact for customers and end-users seeking technical assistance. This role provides prompt, courteous, and effective support for common technical issues related to software, hardware, applications, and network access. Ideal candidates are tech-savvy communicators with a strong desire to help others and grow within a technical support team.
Key Responsibilities:
- Respond to incoming support requests via phone, email, or chat in a timely and professional manner
- Troubleshoot and resolve basic technical issues involving software, hardware, and user accounts
- Guide users through step-by-step solutions and provide clear instructions
- Document all support interactions, issues, and resolutions in the ticketing system
- Escalate more complex issues to Tier 2 or Tier 3 support when necessary
- Assist with onboarding and setup for new users (hardware, email, permissions, etc.)
- Follow established procedures and contribute to the internal knowledge base
- Provide outstanding customer service and maintain a high level of user satisfaction
Qualifications:
Required:
- 2 years of experience in IT support, customer service, or a related role
- Basic understanding of operating systems (Windows, macOS), common software applications, and computer hardware
- Strong communication and interpersonal skills
- Ability to multitask, stay organized, and manage time effectively
- A customer-first attitude with patience and empathy
Preferred:
- Associate's degree or technical certification (eg, CompTIA A+, Microsoft Certified Fundamentals)
- Experience with ticketing systems like Zendesk, Jira, or ServiceNow
- Familiarity with Microsoft 365, VPN, and remote support tools (eg, TeamViewer, AnyDesk)