Technical Support Specialist - Level I

The IT Support Specialist provides first line technical support for desktop systems, software applications, peripherals, and end users across the organization. This role supports day-to-day IT operations by troubleshooting hardware and software issues, delivering responsive customer service, and assisting onsite and remote users. The ideal candidate is organized, service-oriented, and communicates effectively with both technical and non-technical users in a fast-paced environment. 

Primary Responsibilities

• Provide comprehensive day-to-day technical support for PCs, Macs, printers, peripherals, mobile devices, and standard business applications.


• Deliver responsive onsite and remote support to internal staff and off-site users, ensuring minimal disruption to daily operations.


• Diagnose, troubleshoot, and resolve hardware, software, network connectivity, and user access issues in a timely and customer-focused manner.


• Communicate clearly and professionally with users via phone, email, and in person to identify issues and provide effective technical solutions.


• Manage Help Desk requests by accurately documenting, prioritizing, tracking, and resolving support tickets within established service expectations.


• Monitor and follow up on open support requests to ensure complete resolution and a high level of user satisfaction.


• Assist with the administration, maintenance, and troubleshooting of the organization’s phone and communication systems.


• Maintain accurate inventory records for hardware, software, licenses, and IT assets, including deployments and replacements.


• Support workstation configuration, equipment installations, system upgrades, imaging, and device deployments.


• Coordinate with department managers on IT-related administrative tasks, documentation, vendor communications, and operational support activities.


• Contribute to departmental technology initiatives, operational improvements, and special projects as assigned.

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred; equivalent technical training or accredited certification programs will also be considered.


• Minimum of two (2) years of experience in a Help Desk, desktop support, or technical support role.


• Hands-on experience supporting Windows operating systems, Microsoft Office Suite, desktop hardware, and common peripherals.


• Experience with Help Desk ticketing systems and service request management.


• Familiarity with Mac OS environments and mobile device support preferred.


• Basic knowledge of phone systems, remote support tools, and networking concepts is a plus.

• Strong troubleshooting, problem-solving, and organizational skills.


• Excellent interpersonal, verbal, and written communication skills.


• Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.


• Demonstrated commitment to customer service and user support.


• Ability to work independently and collaboratively within a team environment.


• Attention to detail and ability to maintain accurate documentation and inventory records.

• On-site.


• Will be required to work evenings, weekends, holidays, and scheduled shifts between 9:00am and 8:00pm as needed to support operational requirements.

This listing is from ats_lever. View original listing ↗