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IT Support Specialist | Incident Management, Remote Support & Enterprise Hardware/Software Support
Job Description & How to Apply Below
Synechron is seeking a dedicated IT Service Desk Level 1 Support Engineer to support our company's IT operations. This role focuses on incident logging, troubleshooting, and supporting end-user issues across hardware, software, and service platforms. The ideal candidate will have foundational IT support skills, strong communication abilities, and a customer-centric mindset to deliver efficient solutions while collaborating within a fast-paced environment supporting enterprise IT infrastructure.
Software Requirements
Required Software Proficiency:
Service Desk Ticketing Tools (e.g., JIRA Service Desk, Service Now support module) — for logging, tracking, and managing incidents and service requests
Office productivity tools:
Microsoft Office Suite (Word, Excel, PowerPoint) — standard in documenting issues and solutions
Remote access tools: VPN, Remote Desktop Protocols (RDP), or similar — for supporting remote users (preferred)
Email clients and communication tools supporting user requests and internal communication
Preferred Software
Skills:
Asset management or configuration management tools supporting hardware and software tracking
Supporting scripting or automation:
Power Shell (basic) — for automating routine admin tasks
Overall Responsibilities
Provide first-level technical support to end-users across hardware, software, and network issues
Log and prioritize support tickets with accuracy and detail, following organizational standards
Troubleshoot common endpoint, software, and network connectivity issues supported by company standards
Support onboarding and offboarding processes for hardware and software access
Support remote user requests, including VPN, email, and desktop support activities
Follow standard operating procedures to resolve issues efficiently and effectively
Escalate complex incidents to Tier 2 or Tier 3 support teams while providing detailed documentation
Maintain regular communication with users, stakeholders, and support teams regarding incident status and resolution timelines
Support hardware inventory updates, access provisioning, and basic system administration activities
Technical Skills (By Category)
Support Tools & Ticketing Systems (Essential):
JIRA Service Desk, Service Now (support modules) — for incident and request tracking
Knowledge of ticket management, categorization, and service prioritization methods
Remote Support & Access:
VPN, RDP, remote management tools supporting remote troubleshooting (preferred)
Hardware & Software Support:
Basic understanding of Windows OS, email clients, and common enterprise applications
Scripting & Automation Support (Preferred):
Power Shell — for automating routine administrative tasks (basic knowledge)
Networking & Connectivity:
General understanding of network connectivity, Wi-Fi, LAN WANS support supporting remote access issues
Experience Requirements
2 to 5 years of experience supporting enterprise IT environments or IT service desks
Basic understanding of hardware, operating systems, and enterprise applications support
Experience in troubleshooting endpoint, connectivity, and software issues supporting business users
Experience supporting remote, mobile, or distributed users preferred
Alternative pathways include IT internships, service desk support roles, or technical assistant positions supporting enterprise environments
Day-to-Day Activities
Log, categorize, and prioritize support tickets arising from hardware, software, or network issues
Troubleshoot and resolve endpoint and application issues for end users promptly
Support remote users with VPN and remote desktop access support requests
Document problem details, troubleshooting steps, and resolution efforts
Escalate incidents appropriately while maintaining communication with users and stakeholders
Support hardware inventory updates, user access provisioning, and asset management
Collaborate with Tier 2/3 support teams for complex incident resolution
Contribute to maintaining a knowledge base of known issues and solutions
Qualifications
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
2 to 5 years supporting enterprise IT environments or…
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