IT User Support Specialist Tier I

OtherUser Support Specialist

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OtherUser Support Specialist

Two years help desk experience required
Microsoft 365 (Azure, Intune, Teams) experience is a plus
IT certification, or some college is 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.
Able to travel to all satellite office locations.
On-Call-Duty Rotation that includes nights and weekends

~1 min read

→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 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.
→Setting up and configuring 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