Support Specialist I

Description 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. Requirements
• High school diploma or equivalent required; additional college coursework or a degree is preferred.
• At least 1 year of technical support experience is preferred in a help desk, desktop support, or service desk setting.
• Foundational knowledge of PC troubleshooting, including support for Microsoft Windows 10 environments.
• Basic familiarity with Microsoft Office Suite, remote connectivity tools, and service desk ticket management.
• Exposure to Active Directory and general user support processes is preferred.
• Strong verbal and written communication skills with the ability to interact professionally with a wide range of users.
• Ability to manage multiple tasks, follow defined procedures, prioritize effectively, and respond with urgency when handling time-sensitive issues.
• Dependable work habits, sound judgment, problem-solving ability, and discretion when working with confidential information.

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