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).