IT Support Specialist

We are looking for a highly motivated and customer-oriented individual to join our team as an IT Support Specialist at ZenSource. In this role, you will provide technical support and assistance to end-users, troubleshooting hardware and software issues, and ensuring smooth operation of computer systems and networks. As an IT Support Specialist, you will play a crucial role in maintaining the productivity of our organization by resolving IT-related problems in a timely and efficient manner. 
If you are a problem-solver with a passion for technology and exceptional customer service skills, we encourage you to apply. 
Joining our team as an IT Support Specialist offers an excellent opportunity to kick-start your IT career in a dynamic and supportive environment. We provide ongoing training and development opportunities to help you grow professionally while contributing to the success of our organization. 
Measures: 

• Average Response Time 
• Average Resolution Time 
• Customer Satisfaction Score (CSAT) 
• Ticket Volume Managed 

RESPONSIBILITIES:

• Provide first-line technical support to end-users via phone, email, or in person, diagnosing and resolving hardware and software problems in a professional and customer-focused manner. 
• Escalate complex or unresolved issues to senior IT staff, ensuring that problems are addressed promptly and effectively. 
• Install, configure, and troubleshoot computer hardware, software applications, printers, and other peripheral devices. 
• Assist with the set-up and deployment of new workstations, ensuring that they are properly configured and connected to the network. 
• Maintain and update documentation for IT procedures, troubleshooting steps, and knowledge base articles to facilitate efficient issue resolution and knowledge sharing. 
• Collaborate with other IT team members to identify and implement process improvements and best practices. 
• Provide basic training to end-users on the proper use of hardware, software applications, and systems. 
• Follow Information Technology Infrastructure Library (ITIL)-based incident management processes to ensure accurate ticket logging, tracking, and resolution. 
• Stay up to date with the latest technology trends, industry standards, and best practices in IT support. 

What it takes to succeed in this role
QUALIFICATIONS:

1. Bachelor's degree in information technology, Computer Science, or a related field is preferred. Relevant certifications (such as CompTIA A+, Microsoft Certified Professional, etc.) are a plus.  
2. Strong passion for technology and a desire to develop a career in IT support.  
3. Excellent problem-solving skills with the ability to diagnose and resolve technical issues effectively.  
4. Solid understanding of computer hardware, operating systems (Windows, macOS), and software applications.  
5. Familiarity with network protocols, TCP/IP, and basic network troubleshooting.  
6. Exceptional customer service and communication skills, both verbal and written, to interact with end-users of varying technical abilities.  
7. Ability to work well under pressure in a fast-paced environment, managing multiple priorities and meeting deadlines.  
8. Proactive attitude, willingness to learn, and ability to adapt to changing technologies and work processes.  
9. Experience with IT service management (ITSM) tools and ticketing systems is desirable.  

Key Competencies 

• Troubleshooting 
• Network Fundamentals 
• Collaboration and Continuous Improvement 
• Security Awareness 

The Perks: 

• The best co-workers you’ll ever find 
• Unlimited PTO 
• Medical, Dental, Vision, 401k plus match 
• Annual performance bonus eligibility 
• Ongoing training opportunities 
• Planned outings and team events (remote workers included!) 

PHYSICAL DEMANDS AND WORK ENVIRONMENT 

• Prolonged periods of sitting at a desk and working on a computer. 
• Occasional standing, walking, or lifting of office supplies (up to 10–20 lbs.) 
• Frequent communication via phone, email, and video conferencing. 
• Work is performed in a temperature-controlled office environment with standard lighting and noise levels. 
• Position may require occasional travel to client site 

Compensation Range: We offer a competitive salary based on experience and qualifications. The compensation range for this position is $55000 to $65000 annually, with potential for bonuses, stock and additional benefits.  

EEO & Accessibility Statement 
Primacy is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require reasonable accommodation during the application or interview process, please contact [email protected]