Overview
As a Level 1 IT Support Specialist, you will be the first point of contact for users seeking technical assistance. You will play a crucial role in providing efficient and effective support, resolving common IT issues, and escalating more complex problems to higher-level teams. Your excellent customer service skills and technical aptitude will be essential in ensuring user satisfaction and minimizing disruptions to business operations.
What You Will Do
- First-Line Support: Answer incoming support requests via phone, email, or ticketing system, providing initial assessment and troubleshooting.
- Issue Diagnosis and Resolution: Diagnose and resolve basic hardware, software, network, and application issues following established procedures and knowledge base articles.
- Account Management: Assist users with password resets, account lockouts, and basic user account administration.
- Hardware and Software Support: Provide support for common end-user devices (desktops, laptops, printers, mobile devices) and standard office applications.
- Ticket Management: Accurately log all support interactions, document troubleshooting steps, and track issue resolution in the ticketing system.
- Escalation: Identify and escalate complex issues that require in-depth technical knowledge to Level 2 or Level 3 support teams, providing detailed information for efficient resolution.
- Knowledge Base Contribution: Contribute to the development and maintenance of knowledge base articles and FAQs to improve self-service capabilities and streamline support processes.
- User Guidance: Provide clear and concise instructions and guidance to users on how to resolve common IT issues and utilize technology effectively.
- Following Procedures: Adhere to established IT support procedures, service level agreements (SLAs), and company policies.
- Customer Service: Maintain a professional, empathetic, and customer-focused approach in all interactions, ensuring user satisfaction.
- Basic Network Troubleshooting: Perform basic network connectivity troubleshooting, such as checking cables and verifying network settings.
- Software Installation and Configuration: Assist users with the installation and basic configuration of approved software applications.
- Asset Management: Maintaining an accurate asset database for all computer inventory
What You Bring
Applicants must hold a minimum of an Associate's degree in Information
Technology/Vocational (2-year course with Diploma) or a Bachelor of Science Degree in a related field
- Proven experience (typically 0-2 years) in a customer service or IT support role.
- Basic understanding of computer hardware, software, operating systems (Windows,macOS), and networking concepts.
- Familiarity with common office productivity suites (e.g., Okta, Google Workspace, Slack).
- Experience with ticketing systems (e.g., Jira, Zendesk) is beneficial.
- Excellent problem-solving and troubleshooting skills.
- Strong communication (both verbal and written) and interpersonal skills.
- Ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team.
- A customer-centric attitude and a desire to help others.
Preferred Skills:
Experience with remote desktop support tools.
- Knowledge of ITIL framework or best practices.
- Familiarity with mobile device management (MDM).
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What We Do
Boundless is a Series B technology company providing immigrants with the tools, information, and personalized support to navigate their immigration journey with confidence. We’re a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. Just like millions of other families, we’ve had to choose between paying thousands of dollars in legal fees or spending months trying to figure out how to do everything ourselves. We knew there had to be a better way. That’s what we’re building, after hundreds of conversations with families, immigration lawyers, and government officials — a trusted partner and guide for your entire immigration journey.
Why Work With Us
Boundless is disrupting the status quo, and paving the way for Immigration Tech. To make a meaningful difference in the lives of immigrants, we think without bounds by reimagining the immigrant experience. We are building a culture that reinforces inclusion and belonging, not just for our employees, but also for our customers.
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