Tech Support Spec 1

The Technical Support Specialist provides front-line IT support to end users, ensuring timely resolution of technical issues and maintaining smooth daily operations. This role involves troubleshooting hardware, software, network, and account-related problems while delivering excellent customer service.

Key Responsibilities:

• Provide Level 1-2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot Windows, macOS, Microsoft 365, and common business applications.
• Manage user accounts, passwords, and permissions within Active Directory, Azure AD, and other systems.
• Diagnose and resolve network connectivity issues (LAN/WAN/Wi-Fi/VPN).
• Escalate complex incidents to senior IT staff or vendors as needed.
• Monitor and respond to tickets via the help desk system.
• Document all issues, resolutions, and root causes accurately.
• Follow ITIL-aligned processes for incident, request, and problem management.
• Configure and deploy new hardware, including imaging and software installation.
• Support enterprise tools such as M365, Teams, antivirus, endpoint management (Intune/SCCM), and collaboration systems.
• Perform routine maintenance, updates, and patching.
• Assist employees with system use, best practices, and basic training.
• Communicate clearly with non-technical users and provide step-by-step guidance.
• Create simple documentation and how-to guides.

Minimum Qualifications:

• Associate degree in IT, Computer Science, or related field (or equivalent experience).
• 2-5 years of technical support or help desk experience preferred.
• Strong understanding of Windows OS, Office 365, and basic networking.
• Experience with ticketing systems (ServiceNow, IssueTrak, etc.).
• Familiar with Active Directory, MFA/SSO systems, and endpoint administration.
• Basic troubleshooting of network, Wi-Fi and VPN clients.

Preferred Qualifications:

• CompTIA A+, Network+, or similar certifications.
• Experience in manufacturing or fast-paced environments.
• Familiarity with ITIL concepts.
• Knowledge of cloud platforms (Azure, AWS) is a plus.

Soft Skills:

• Excellent customer service and communication skills.
• Strong problem-solving and prioritization abilities.
• Ability to work independently or as part of a team.
• Patience, professionalism, and attention to detail.

Working Conditions:

• Full-time, onsite.
• Occasional after-hours support during upgrades, outages, or maintenance windows.
• Ability to lift up to 25-50 lbs for equipment deployment.