Information Technology Specialist

About the Role

The Tier 1 Service Desk Specialist provides first-line technical support to users across the organization, focusing on resolving basic hardware, software, access, and network issues. This role is responsible for answering support calls, logging and triaging tickets, and assisting users with troubleshooting technical issues.

Key Responsibilities

• Answer Service Desk calls from corporate end users.
• Provide Tier 1 support for basic hardware, software, and network issues (e.g., password resets, printer problems, connectivity).
• Log and track incidents and requests using the ticketing system, ensuring accurate documentation.
• Follow standard troubleshooting steps and procedures.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support.
• Guide end users through basic IT processes and troubleshooting steps.
• Maintain and update self-service Knowledge Base Articles (KBAs) for common issues.
• Promote effective use of IT resources to improve productivity.
• Document incident resolutions in tickets and KBAs.
• Assist with basic IT security measures (e.g., verifying user identity).
• Collaborate with IT teams on routine tasks and minor projects.
• Support inventory management for hardware and software assets.
• Performs additional duties and projects as assigned.

Requirements & Tech Stack

• Basic troubleshooting and problem-solving skills.
• Familiarity with computer hardware, networking, and software (Windows, macOS, Office 365).
• Experience with ticketing systems preferred.

Qualifications

• High school diploma or equivalent required.
• Technical certifications (e.g., CompTIA IT Fundamentals, A+) are a plus.
• 0–2 years of experience in a technical support or customer service role.