First-Line IT Support Specialist

Focus; Huntsville (AL); On-site; USD 36,000 - 48,000; Full time

Job summary

Focus in Huntsville, AL is seeking a Level 1 Help Desk Technician to provide first-line IT support for users. You will respond to requests via phone, email, or in person, help with hardware, software, and basic networking, and document issues.

This role emphasizes clear communication, problem solving, and teamwork as you escalate complex problems and contribute to knowledge bases and user guides. A high school diploma is required; an associate degree in IT is a plus, and prior customer service

Qualifications

• High school diploma or equivalent; associate degree preferred.
• Experience in customer service or technical support is a plus.
• Basic understanding of computer systems and mobile devices.
• Ability to explain technical concepts to non-technical users.
• Strong written and verbal communication.
• Detail-oriented with ability to multitask.

Responsibilities

• Respond to user requests via phone, email, or in-person to resolve hardware, software, and network issues.
• Diagnose and resolve basic technical problems using available tools.
• Escalate complex issues to higher-level support with proper documentation.
• Document user interactions and resolutions in the ticketing system.
• Create and maintain user guides and knowledge base articles.
• Monitor system performance and report irregularities to senior IT staff.
• Provide courteous, professional customer service and timely issue resolution.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Education

High school diploma

Associate degree in IT

Tools

Remote desktop

Help desk software

Job description

Focus in Huntsville, AL is seeking a Level 1 Help Desk Technician to provide first-line IT support for users. You will respond to requests via phone, email, or in person, help with hardware, software, and basic networking, and document issues.

This role emphasizes clear communication, problem solving, and teamwork as you escalate complex problems and contribute to knowledge bases and user guides. A high school diploma is required; an associate degree in IT is a plus, and prior customer service