Tier I Support Technician - Part-Time

Denovo is an industry-leading provider of ERP application management and consulting services. At Denovo, we prioritize a customer-first approach. We collaborate with every customer to create a customized cloud roadmap, be a best-of-breed Managed Services Provider focusing on seamlessly integrating ERP application management with cloud infrastructure management to deliver a unified, proactive, and high-value service and migration experience. Denovo is a strategic partner to customers, advising on ERP upgrades, cloud migrations, and digital transformation strategies.

The goal is to continuously deliver business value and support customers in achieving their operational goals. Denovo's solutions are designed to manage and improve customers' business operations, reduce risk, and provide zero delay with our proactive and strategic service.

The IT Support Specialist I is responsible for providing first-level technical support to end users by responding to inquiries received through phone, email, and web-based ticketing systems. This role involves troubleshooting and resolving common hardware, software, and connectivity issues, assisting with user account setup and maintenance, and supporting routine IT operations. In the role the IT Support Specialist I will be exposed to work in the Customer Service (CX), End-User Service (EUS) and Operation Center (NOC).

The position requires the ability to follow established procedures, document support activities accurately, and escalate more complex issues to senior team members when necessary. The IT Support Specialist I must be able to manage multiple tasks, prioritize effectively, and maintain a professional and customer-focused approach in a dynamic work environment.

• Log and track support tickets, gather necessary information from users, and resolve basic technical issues within scope.
• Provide entry-level support for desktops, laptops, printers, and mobile devices. Assist with software installations and updates.
• Perform routine maintenance tasks such as patching, backups, and hardware checks under supervision.
• Assist with creating and managing user accounts in systems like Active Directory and Office 365.
• Identify issues that require advanced troubleshooting and elevate them to senior team members as needed.
• Maintain a helpful and professional attitude when interacting with users, ensuring a positive support experience.
• Participate in training and certification programs to build technical skills and knowledge.
• Other duties as assigned.

• Associate degree in Information Technology or a related field, or equivalent experience preferred.
• 1–2 years of experience in a technical support or help desk role preferred.
• Familiarity with Windows and macOS environments.
• Exposure to Office 365 and Active Directory is a plus.

• CompTIA A+, preferred, not required
• Microsoft 365 Certified:
  Fundamentals, preferred, not required
• ITIL Foundation, preferred, not required

• Professional certification as appropriate.
• Excellent service-driven customer-focused skills.
• Proven ability to work in both a team environment and independently.
• Strong oral, written and interpersonal communications skills.
• Strong communication, presentation, and interpersonal skills.
• Solid time management and organizational abilities.
• High ethical standards and a customer-first mindset.
• Ability to follow instructions and document work clearly.

• Knowledge of Remote Desktop Services (RDS).
• Understanding of virtualization environments.
• Understanding of Cloud principles and services.
• Understanding of GPO’s and Domain Trusts.
• Prior experience with Linux Operating Systems.

The estimated base rate range for this position: $20 - $21 per hour
. The actual hourly range is based on fair market value based on your geographical location, skills, role requirements, and responsibilities. This posted compensation is a good faith and reasonable estimate. Denovo reserves the right to adjust this range depending on the selected candidate's qualifications.

Denovo provides a comprehensive benefits package that includes, but is not…