Frontline IT Support Specialist (Tier 1)

Expedient Technology Solutions; Dayton (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

The City of Dayton IT Service Desk seeks a Customer Support Specialist to be the first point of contact for City employees, delivering high-quality assistance on technology, data, and telecommunications issues.

You will resolve many issues at first contact, document call histories, and collaborate with Tier 2/3 staff to escalate complex cases, ensuring user satisfaction and timely problem resolution.

Qualifications

• Associate's degree plus 1 year of computer operations or 1st tier technical support; OR High School Diploma plus 2 years in computer ops or 1st tier support.
• Degree must be from an accredited college or university as recognized by US Dept of Education.

Responsibilities

• Serve as the first line of support via phone, email, and other channels.
• Provide technology troubleshooting and resolve common issues at first contact.
• Escalate unresolved or advanced issues to Tier 2/3 with clear documentation.
• Create and maintain call history using the work order system.
• Support IT systems operations, monitor backups, and run routine jobs.
• Follow up with users to confirm issue resolution and satisfaction.

Skills

Hardware & peripherals

Software environment

Learn new technologies

Customer service & documentation

Education

Associate's degree

High School Diploma or GED

Job description

The City of Dayton IT Service Desk seeks a Customer Support Specialist to be the first point of contact for City employees, delivering high-quality assistance on technology, data, and telecommunications issues.

You will resolve many issues at first contact, document call histories, and collaborate with Tier 2/3 staff to escalate complex cases, ensuring user satisfaction and timely problem resolution.