Position Summary:

We are seeking a customer-focused and technically skilled Technical Support Specialist - Level 1 to join our IT support function. This role serves as the first point of contact for employees requiring technical assistance and focuses on delivering timely, effective, and user-friendly support across hardware, software, and systems. The ideal candidate is a proactive problem-solver with strong communication skills and a passion for providing excellent technical support in a fast-paced environment.

Key Responsibilities:

• Act as the first point of contact for all IT-related issues and service requests via phone, email, and ticketing systems.
• Troubleshoot and resolve common technical problems across macOS and Windows environments.
• Provide support for corporate hardware including laptops, desktops, printers, and peripherals.
• Assist users with Google Workspace applications and internal business systems.
• Perform user account management activities such as password resets, access provisioning, and role-based permissions.
• Troubleshoot conferencing tools and meeting-room technologies including video, audio, and collaboration hardware.
• Escalate complex technical issues to Tier 2 support with proper documentation and follow-up.
• Maintain accurate records of incidents, resolutions, and procedures in the ticketing system to build a knowledge base.
• Support onboarding and offboarding activities including system setup and access provisioning.
• Assist with IT asset management, software installations, and inventory tracking.

Basic Qualifications:

• 1+ years of experience in IT helpdesk, desktop support, or technical support roles.
• Hands-on experience supporting Windows and macOS environments.
• Knowledge of user authentication systems and experience handling access requests.
• Familiarity with Google Workspace or similar cloud collaboration tools.
• Strong customer service mindset with the ability to clearly explain technical concepts to non-technical users.
• Good troubleshooting, analytical, and organizational skills.
• Ability to prioritize tasks and work in a fast-paced support environment.

Preferred Qualifications:

• Experience using ticketing systems such as Jira, ServiceNow, Zendesk, or equivalent tools.
• CompTIA A+, IT Support certifications, or equivalent technical credentials.
• Basic understanding of networking, hardware troubleshooting, and endpoint security concepts.