Technical Service Specialist I

Position Purpose

Provides frontline technical support to users through multiple channels: phone, email, online chat (Teams), walk-ups, and the ticketing portal (Ninja One). Resolves common workstation, account/access, Microsoft 365, and conferencing/AV issues, and performs onsite support as needed. Triages requests, documents resolution steps, escalates complex issues to senior team members, and contributes to a consistent, customer-focused support experience. Assists with security-related user reports, including phishing email analysis and response.

Position

Purpose:

Provides frontline technical support to users through multiple channels: phone, email, online chat (Teams), walk-ups, and the ticketing portal (Ninja One). Resolves common workstation, account/access, Microsoft 365, and conferencing/AV issues, and performs onsite support as needed. Triages requests, documents resolution steps, escalates complex issues to senior team members, and contributes to a consistent, customer-focused support experience. Assists with security-related user reports, including phishing email analysis and response.

Customer Service Technical Support:
Serve as the primary point of contact for IT support, receiving and resolving incidents/requests via phone, email, chat/Teams, walk-ups, and the ticketing portal. Perform initial triage, prioritize based on impact/urgency, and provide timely updates to users. Troubleshoot and resolve common issues related to Windows workstations, printers/peripherals, and standard corporate applications. Document accurate troubleshooting steps and resolutions within Ninja One to support knowledge sharing.

Escalate unresolved or complex issues to senior team members with clear diagnostics and replication steps.

Provide onsite support for laptop/desktop break-fix, hardware swaps, docking stations, monitors, and other peripherals. Assist with endpoint onboarding/offboarding tasks including setup, configuration, shipping/receiving as applicable, and user orientation. Use Ninja One RMM tools for remote troubleshooting, software deployment, and basic remediation activities. Support a predominantly Windows environment and provide limited support for macOS devices as needed.

Provide user support for Microsoft 365 applications and services including Outlook, Teams, and One Drive. Support a variety of business-related software and services. Support account and authentication issues including password resets, MFA troubleshooting, account unlocks, and access requests in accordance with established policies and approvals. Assist users with connectivity-related troubleshooting (Wi‑Fi/VPN) and coordinate escalation when network or platform changes are required.

Receive, evaluate, and respond to user-reported phishing or suspicious emails (KnowBe4 PhishER+). Take appropriate response actions, including quarantine/purge, in accordance with documented procedures. Promote secure computing practices and promptly elevate suspected security incidents.

Create and maintain end‑user and internal support documentation (knowledge base articles, quick guides, and standard procedures). Maintain accurate asset and service records associated with endpoint assignments and support activities. Assist with lifecycle tasks such as inventory checks, device replacements, and disposal coordination. Perform other duties as assigned.

High school diploma/GED required; associate degree or college coursework in Information Technology preferred, or equivalent experience. Ongoing work toward or achievement of industry certifications is encouraged (e.g., CompTIA A+, Network+, ITIL Foundation, Microsoft 365 Fundamentals).

1–2 years of related experience in a service desk, desktop support, or customer-facing technical support role.

Strong customer service and communication skills with the ability to explain technical concepts in user‑friendly terms. Working knowledge of Windows desktop support, common endpoint hardware/peripherals, and basic troubleshooting methodology. Working knowledge…