IT Dept - Service Support Specialist

The Service Support Specialist I is responsible for providing functional Tier 2 support, managing the lifecycle of incidents and service requests, and performing effective hardware and software troubleshooting.

• Service Desk:
  Manage the incident and service request queues, ensuring adherence to Service Level Agreements (SLAs). Handle complex service requests, including advanced user provisioning and resource access modifications.
• Incident Resolution:
  Resolve Tier 2 incidents involving network access (VPN/Wi‑Fi), complex software installations/troubleshooting, and access to key enterprise applications.
• Computer Break/Fix:
  Deliver timely and effective technical support for software malfunctions and complex hardware issues (e.g., driver conflicts, hard drive diagnostics, operating system re‑imaging).
• Monitoring & First Line of Support:
  Proactively monitor critical application logs and system performance metrics. Act as the initial point of contact for service alerts across networking, server, and platform teams, providing accurate triage before escalation.
• Continuous Improvement:
  Identify patterns in recurring incidents and actively contribute to the Problem Management process by documenting trends for analysis.

• Knowledge:
  Solid understanding of Active Directory/Entra , TCP/IP fundamentals, and troubleshooting corporate applications (e.g., ERP, CRM).
• Skills:
  
  Proficient in using ITSM tools and remote diagnostic utilities. Strong ability to prioritize conflicting demands and manage ticket workflow effectively.
• Training/
  
  Certifications:
  
  CompTIA A+ hardware or software, or ITIL Foundation training or certification, or Microsoft Certified:
  Modern Desktop Administrator Associate or equivalent is highly desired.

• Schedule:
  
  Monday through Thursday, 12:00 PM – 9:00 PM;
  Friday, 9:00 AM – 6:00 PM.
• Work Location:
  
  This is a 100% in‑office position. Employees are expected to work on‑site five days per week.

• 1-2 year of IT Service Desk and/or IT support experience in a corporate or enterprise environment preferred.
• Experience supporting Windows desktops, enterprise, applications, and ITSM ticketing systems is preferred.

• High School Diploma or GED required.
• Associate’s degree in information technology or a related field preferred.