Technical Support Specialist

Position: Technical Support Specialist I
# Technical Support Specialist IReno Office - Reno, NV 89511

Education Level High School## Description
** Technical Role Summary
** This role provides frontline and technical support for PBS infrastructure, end-user computing, and business applications. The IT Support / Application Support Specialist is responsible for independently resolving a high percentage of incidents while strictly following documented procedures, security controls, and escalation paths. The role serves as the technical intake point between users and Tier 2/3 teams, ensuring issues are accurately diagnosed, reproducible, and fully documented prior to escalation.

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- ** Core Technical Responsibilities
*** Serve as primary intake for IT incidents and service requests via phone, email, and ticketing system
* Perform structured troubleshooting using documented workflows and root-cause isolation techniques
* Resolve Windows OS issues including profile corruption, OS configuration, patching, and driver-related problems
* Support endpoint hardware (desktops, laptops, printers, scanners, peripherals) including break/fix replacement
* Administer Active Directory objects (users, groups) following least-privilege standards
* Create, modify, disable, and audit Microsoft 365 user accounts, mailboxes, licenses, and group memberships
* Troubleshoot Microsoft 365 services (Outlook connectivity, Teams issues, One Drive sync, SharePoint access)
* Perform basic network diagnostics (IP configuration, DNS resolution, gateway reachability, latency symptoms)
* Use RDP and approved remote support tools for endpoint and application troubleshooting
* Deploy and image workstations using standard build procedures and deployment tools
* Install, update, and license approved software packages
* Maintain accurate CMDB/asset records and ticket documentation
* Identify recurring incidents and potential systemic issues and escalate with supporting evidence
* Execute limited, predefined SQL tasks (read-only queries or controlled updates) in approved environments only--
- ** Imagine Application Support Responsibilities
*** Serve as initial technical contact for Imagine application incidents and service requests
* Differentiate between user workflow errors, configuration/data issues, and system-level problems
* Apply documented fixes and known workarounds for common Imagine issues
* Collect detailed diagnostics (logs, screenshots, timestamps, reproduction steps, user context)
* Escalate to Tier 2/3 internal teams or vendor support per established escalation procedures
* Track escalations and communicate status updates to stakeholders## Qualifications
** Required Technical Experience
*** 5+ years of hands-on IT support or application support experience
* Advanced Windows OS administration and troubleshooting skills
* Strong experience with Active Directory and access management
* Enterprise Microsoft 365 administration and support experience
* Experience working in structured, ticket-driven support environments
* Strong understanding of escalation thresholds and operational boundaries--
- ** Preferred Technical Skills
*** Experience supporting small to mid-sized enterprise networks
* Working knowledge of TCP/IP, DNS, DHCP, and client-server architecture
* Read-only or controlled SQL experience
* Familiarity with ITIL incident and problem management practices
* A+, Microsoft, or equivalent technical certifications
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