Entry-Level IT Support Specialist

Provalus

Tahlequah (OK)

On-site

USD 22,000 - 30,000

Full time

7 days ago

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Benefits offered by this job

COMPANY PAID HEALTHCARE

Job summary

Provalus is seeking an entry-level Help Desk / Service Desk Analyst to be the first point of contact for end users experiencing technical issues. You will troubleshoot hardware, software, and connectivity problems, guiding users through solutions step by step and logging interactions in the ticketing system.

You will work under supervision to build your troubleshooting skills, learn client systems, and grow your IT support career.

Qualifications

Must have HS Diploma or GED.
0–1 year of experience in help desk, technical support, or customer service; equivalent training or education will be considered.
Basic understanding of Windows and/or Mac operating systems, Microsoft Office, and common business applications.
Strong customer service orientation with clear, patient verbal and written communication skills.
Ability to troubleshoot methodically, follow documented procedures, and ask clarifying questions.
Comfortable multitasking and navigating multiple systems and screens simultaneously.

Responsibilities

Frontline Support: Serve as the first point of contact for end users experiencing technical issues via phone, email, chat, or ticketing system.
Troubleshooting: Diagnose and resolve hardware, software, and connectivity issues across desktops, laptops, printers, mobile devices, and remote access tools (e.g., VPN).
Account Support: Perform password resets, account unlocks, and basic user account provisioning and de-provisioning.
Software Support: Install, configure, and update software and applications according to standard procedures.
Ticket Management: Log, track, and update tickets accurately and thoroughly in the ITSM/ticketing system, following each issue through to resolution.
SOP & KB Usage: Follow documented SOPs, runbooks, and knowledge base (KB) articles to resolve common issues consistently and correctly.
Escalation: Recognize when an issue requires specialized expertise, and escalated promptly to Tier 2/3 support or the appropriate team.
Customer Service: Communicate clearly and patiently with end users, setting accurate expectations and providing a positive support experience.
Productivity & Quality: Meet ticket volume, response-time, and resolution SLA targets set by the program.
Knowledge Sharing: Contribute to knowledge base articles based on new issues encountered, helping build out the team's shared documentation.
Additional Duties: Perform additional tasks as assigned; responsibilities are not intended to be all-inclusive and may be modified as business needs require.