Technical Support Specialist - Level I

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. 

Skills and Qualifications

• 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. 

Preferred Qualifications

• 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. 

 

Working Conditions

• 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.