Tier 1 IT - Customer Support Specialist

Overview We are seeking a Tier 1 IT Customer Support Specialist to serve as the first point of contact for users experiencing technical issues. This role is responsible for providing timely, effective support, troubleshooting basic technical problems, and ensuring a high-quality customer experience.

Key Responsibilities Serve as the first line of support for incoming IT requests via phone, email, chat, or ticketing system Troubleshoot and resolve basic technical issues related to hardware, software, network connectivity, and user access Log, categorize, and track support tickets, ensuring accurate documentation of issues and resolutions Escalate complex or unresolved issues to Tier 2 or specialized teams as needed Assist users with password resets, account setup, and access management Provide guidance on standard systems, tools, and best practices Follow up with users to ensure issues are fully resolved and satisfaction is achieved Maintain knowledge base articles and contribute to documentation improvements

Required Qualifications 0–2 years of experience in IT support, help desk, or customer service role Basic understanding of computer systems, operating systems (Windows/Mac), and common software applications Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management) is a plus Strong problem-solving and troubleshooting skills Excellent communication and customer service skills Ability to prioritize tasks and manage time effectively in a fast-paced environment

Preferred Qualifications Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience) Basic knowledge of networking concepts (DNS, VPN, Wi-Fi troubleshooting) Experience supporting SaaS applications or enterprise tools

Key Competencies Customer-focused mindset Attention to detail Ability to learn quickly and adapt to new technologies Team collaboration and willingness to escalate when appropriate

Success Metrics Ticket resolution time (SLA adherence) First contact resolution rate Customer satisfaction (CSAT) scores Ticket documentation quality