IT Clinic Supp Speclist 1

Overview

The Technical Support Specialist I works both independently and collaboratively with members of the IT Infrastructure team to deliver timely, high-quality technical support and customer service. This role is responsible for triaging incidents, resolving routine technical issues, administering user accounts across multiple systems, and ensuring accurate documentation through resolution. Strong follow-through, attention to detail, and a customer-focused mindset are essential to success in this role.

Responsibilities

• Triage and respond to service requests received via phone calls, email, and self-service tickets.

• Resolve routine incidents and service requests; escalate complex issues to the appropriate next level of support.

• Maintain clear, timely communication with end users by providing updates on ticket status and resolution progress.

• Determine priority and severity levels for incoming requests and route tickets to the appropriate support teams.

• Partner with management to address emergency issues promptly and identify recurring or widespread issues.

• Accurately enter, track, and update all service requests within the ITSM system.

• Follow up on tickets at various stages, including shipment tracking, approvals, and vendor coordination.

• Administer user accounts across multiple systems, including access provisioning and deprovisioning.

• Perform basic troubleshooting of hardware, software, and peripheral devices.

• Configure replacement equipment and stage devices for projects and deployments.

• Ship, receive, and manage IT equipment inventory.

• Perform additional duties as assigned by management.

Qualifications

• High School Diploma or GED required; Bachelor’s degree preferred.

• Proficiency with Microsoft Office applications.

• 1–3 years of experience in a customer service or technical support environment.

• Experience supporting a high-volume, ticket-driven environment preferred.

• Availability to work rotating shifts:

  • Monday–Friday: 6:00 a.m. – 8:00 p.m.

  • Saturday: 6:00 a.m. – 4:30 p.m.

• Excellent phone communication, customer service, and problem-solving skills.

• Willingness to obtain relevant technical certifications for the role.