An IT Support Specialist I is responsible for providing reliable, timely support for common end-user technology issues while building foundational knowledge of systems and processes. They support productivity through clear communication, accurate documentation, and consistent follow-through. Their work ensures employees can rely on technology support to stay focused and productive.
Responsibilities
- Respond to user tickets (hardware, software, access, device issues).
- Follow documented SOPs and runbooks for all troubleshooting steps.
- Perform initial triage and classification of incidents.
- Document all actions clearly and accurately in tickets.
- Support onboarding and offboarding tasks (account setup, device provisioning).
- Maintain excellent customer communication and expectations.
- Support monitoring,
alert response, and operational checks.
- Escalate complex items to Specialist II or III.
Requirements
- Strong fundamentals in troubleshooting and customer support.
- Ability to strictly follow SOPs and structured processes.
- Clear communication (written and verbal).
- Basic understanding of Windows/macOS, O365/Google Workspace, MFA, VPN, printers, and endpoints.