Information Technology Support Specialist

The Level 1 End User Support Specialist serves as the first point of contact for end-user technical issues across the corporate office and remote locations. This role is responsible for delivering prompt, courteous, and effective technical support while maintaining a high standard of customer service. The ideal candidate combines strong technical troubleshooting skills with exemplary interpersonal abilities and thrives in a fast-paced environment supporting a mid-to-large user base.

• 2 years of tier 1 tech support experience
• experience with windows 11, Microsoft 365, and business applications
• troubleshooting experience – prior experience supporting  end-users (corporate level)
• excellent customer service experience – familiar with ticketing system & ITIL
• aligned support workflows required
• CompTIA A+, Microsoft Certifications

• experience supporting HCSS, Adobe Creative Cloud, Bluebeam, and Plan Grid

• Monitor incoming ticket queues and either resolve end-user issues directly or triage and assign tickets to the appropriate engineer.
• Answer incoming support calls and resolve issues in real time, research and follow up with the user, or create and route a ticket to the appropriate technician or group.
• Document all troubleshooting steps, resolutions, and communications within the ticketing system.
• Set up, relocate, and decommission workstations throughout the corporate office.
• Image laptops and desktops in accordance with company standards and deployment procedures.
• Troubleshoot, install, and manage printers and scanners across the environment.
• Set up, maintain, and troubleshoot conference room AV and collaboration equipment in the corporate office.
• Provide white-glove support for executive meetings and company-wide events as needed.
• Order and maintain inventory of end-user peripherals, including monitors, docking stations, video cables, webcams, mice, keyboards, and related accessories.
• Track asset assignments and ensure accurate records of deployed equipment.
• Assist in managing HCSS subscription groups and user accounts.
• Provision software licensing to end-users upon request, including Adobe, Bluebeam, and Plan Grid.
• Support account provisioning, password resets, and basic access requests.