Tier 1 Support Specialist

Overview

Essential Duties:
This position includes, but is not limited to, the following essential functions:

• Responds to Level 1 support requests via phone, email, or ticketing system and provides timely resolution or appropriate escalation.
• Provides basic troubleshooting for desktops, laptops, printers, phones, mobile devices, and other endpoint equipment.
• Provides basic troubleshooting for in-home network issues and contact the appropriate Internet Service Provider when necessary.
• Assists users with common applications such as Microsoft Office, Microsoft Teams, Outlook, and file access.
• Maintains a courteous and professional demeanor while assisting staff at all technical skill levels.

• Coordinates with MSPs to provision network, email, phone, and application access for new hires.
• Sets up and deploys equipment to new users, including laptops, monitors, and peripherals.
• Supports offboarding tasks including retrieval of equipment and access termination.

• Enters and manages service tickets through the IT ticketing system.
• Documents troubleshooting steps, resolutions, and FAQs to enhance the knowledge base.
• Maintains clear records of user issues, asset assignments, and recurring problems.

• Supports installation and basic configuration of authorized software applications.
• Assists with patch management and antivirus compliance checks as directed.
• Help maintain hardware inventories and ensures assets are appropriately tagged and tracked.

• Monitors shared inboxes and responds to basic IT-related inquiries.
• Assists with group policies, shared folders, printers, and user permissions under direction from higher-tier support or MSPs.
• Provides guidance to users on best practices for IT security and acceptable use.

• Travels to regional sites to deploy equipment or provide on-site support as needed.
• Participates in on-call rotation for after-hours support.
• Fosters strong relationships with MSPs and acts as an internal liaison for support issues.

To perform the Tier 1 Support Specialist job successfully, the individual must be able to perform each essential responsibility satisfactorily.

This position requires the following minimum qualifications to be met:

• High school diploma or equivalent. Preference will be given to candidates with an associate degree in a related field.
• The Tier 1 Support Specialist should be experienced with Microsoft products. Must have a strong familiarity with PC hardware, software, and peripherals in a Windows environment.
• Individual must be a self-starter who can work well with all levels of the TRIVIUM team. Must possess strong analytical, interpersonal, communication, coaching skills, and work with minimal supervision in a team environment.
• Evidence of the practice of a high level of confidentiality.
• Must have a driving record that is acceptable to Trivium Life Services' auto insurance company.
• Reasonable accommodations may be made to enable individuals to perform the essential functions of the position.

• Builds and develops internal and external relationships. creates partnerships, builds trust, share ideas, and accomplishes work.
• Embrace change and set goals that align with the company's vision.
• Encourages and inspires others through positivity, vision, confidence, challenges, and recognition.
• Able to gather and evaluate information that leads to smart decisions.
• Provide clear communication and share information regularly and concisely.
• Hold themselves accountable for their performance.

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Tier 1 Support Specialist job. Reasonable accommodation can be made to enable people with disabilities to perform the essential functions described in the Tier 1 Support Specialist job. While performing the responsibilities of the job, the employee is required to talk and hear.

The…