Support Services Specialist I (Help Desk)

• Respond to user inquiries via phone, email, or ticketing system with professionalism and urgency.
• Keep users informed by clearly communicating updates, troubleshooting steps, and resolution timelines.

• Evaluate and identify issues related to hardware, software, applications, or user error.
• Perform research using internal documentation and knowledge bases to resolve incidents.
• Escalate inquiries to appropriate technical teams when needed, ensuring timely follow‑up.
• Track the status of tickets and facilitate smooth handoffs between teams.
• Ensure users are notified promptly of progress and final resolution.
• Document issues and solutions to support continuous improvement.
• Collect and analyze service trends to help identify recurring issues.
• Recommend process or system improvements to enhance user experience.

Maintain and expand job knowledge by participating in training opportunities, cross-training, and IT learning.

• 2+ years of experience as a Service Desk Technician, IT Support Specialist, or similar technical support role
• Strong technical aptitude with knowledge of office productivity tools, databases, and remote‑support software
• Solid understanding of computer systems, including Windows 7/8/10, mobile devices, and common tech peripherals
• Ability to diagnose and resolve basic hardware, software, and networking issues.

(Highly valued but not required)

• CompTIA A+
• ITIL Foundation