Job Description

Position Summary

The IT Support Specialist I provides front-line technical support to end-users, assisting with basic troubleshooting and resolving common hardware, software, and network issues. As an entry-level role, this position focuses on delivering excellent customer service and escalating more complex problems to Tier 2 or specialized IT teams.

Position Responsibilities may include, but not limited to

• Deliver excellent customer service by providing timely and professional communication with end-users
• Educate users on basic IT processes and provide guidance on self-service tools
• Maintain a positive and friendly attitude with interacting with customers, regardless of technical challenges
• Respond to help desk tickets, emails, and phone calls to assist users with IT-related issues
• Troubleshoot and resolve basic hardware issues, including desktop computers, laptops, printers, and peripherals
• Provide support for software and application-related problems, such as password resets, account setups, and basic application usage
• Assist with basic network connectivity troubleshooting, such as Wi-Fi and VPN issues
• Log all user interactions and issues in the ticketing system, ensuring accurate documentation of resolutions
• Escalate unresolved or complex technical problems to Tier 2 support or other specialized IT teams
• Follow up with end-users to ensure issues are resolved and customers are satisfied
• Assist in the installation, configuration, and setup of hardware and software for new users
• Maintain an inventory of IT assets, including hardware and software licenses
• Assist in recycling of decommissioned assets
• Work closely with other IT support team members to ensure seamless issue resolution
• Participate in team meetings to discuss common issues, trends, and improvements to support processes
• Primarily office-based, with occasional remote support duties
• On call rotation required, may require occasional after-hours or weekend work during critical periods
• May require travel other Mom's Meals locations

Required Skills and Experience

• High school diploma or equivalent
• Basic understanding of computer hardware, software, and networking
• Familiarity with Windows operating systems and Microsoft Office 365 applications
• Proficiency with ticketing systems (e.g., ConnectWise, ServiceNow, Jira, or Zendesk)
• Strong communication and customer service skills
• Must be a self-starter and be able to work without direct supervision
• Ability to follow instructions and work in a fast-paced environment
• Ability to lift 50 pounds; stand for extended periods of time
• Ability to bend down and work under desks as needed

Preferred Skills and Experience

• Associate's degree in IT or related field
• 0-1 year of experience in an IT support or help desk role
• Certifications such as CompTIA A+ or ITIL Foundation
• Basic knowledge of ticketing systems and remote support tools

Physical Requirements

• Repetitive motions that include the wrists, hands and/or fingers
• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
• Typical office environment, majority of work performed on computer
• Ability to carry and lift up to 40 lbs
• Must be able to bend, kneel and crawl in tight spaces

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