Support Specialist I

We are looking for a Support Specialist I to provide responsive technical assistance for employees across local and remote environments. This Long-term Contract position focuses on resolving day-to-day hardware, desktop, laptop, and basic IT support issues while delivering a high standard of customer service. The ideal candidate is comfortable handling incoming support requests, documenting incidents accurately, and collaborating with broader support teams to ensure issues are addressed efficiently.

Responsibilities:

• Respond to incoming help desk requests from employees and deliver first-level technical support for desktop, laptop, and general IT concerns.
• Troubleshoot common Windows and hardware issues using remote support tools and established service procedures.
• Record, update, and maintain accurate incident details in the support ticketing system to ensure clear case tracking and follow-through.
• Escalate unresolved or higher-complexity issues to the appropriate technical teams while keeping users and stakeholders informed of progress.
• Assist users during transitions to a new tenant environment by answering questions and providing step-by-step support as needed.
• Support both corporate and field-based personnel, including remote users, with timely and thorough technical assistance.
• Communicate case status updates clearly to end users and management to help maintain transparency throughout issue resolution.
• Contribute to team effectiveness by applying feedback, sharing knowledge, and identifying practical ways to improve support delivery.