IT Customer Support Specialist

Drees Homes; Fort Mitchell (KY); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, dental and vision

401(k) savings plan

Paid time off increasing with tenure

Tuition reimbursement

Job summary

Drees Homes is seeking a motivated and customer‑focused Customer Support Specialist I in Fort Mitchell, Kentucky. You will provide first‑level technical support to end users, assisting with hardware and software issues, excelling in a fast‑paced technical environment.

Key responsibilities include managing incidents in the IT ticketing system and troubleshooting various tech issues. The position offers benefits including medical coverage, 401(k), and tuition reimbursement.

Qualifications

• Basic understanding of Windows operating systems.
• Basic understanding of networking concepts.
• Basic understanding of hardware and peripheral support.

Responsibilities

• Respond to and prioritize incoming support requests via various channels.
• Create, track, and manage incidents and service requests within the IT ticketing system.
• Install, configure, troubleshoot and resolve hardware and software issues.

Skills

Strong troubleshooting and problem‑solving skills

Excellent communication and customer service abilities

Ability to manage multiple priorities

Tools

IT ticketing systems

Job description

Overview

Drees Homes is seeking a motivated and customer‑focused Customer Support Specialist I to join our IT team. In this role you will provide first‑level technical support to end users across the organization, assisting with hardware and software issues, and will thrive in a fast‑paced technical environment.

Key Responsibilities

• Respond to and prioritize incoming support requests via phone, email, ticketing system, and in person
• Create, track, and manage incidents and service requests within the IT ticketing system
• Install, configure, troubleshoot and resolve hardware, software, operating system, and networking issues
• Diagnose and resolve system failures, malware issues and other technical problems
• Provide basic troubleshooting support to internal business partners
• Assist with setup, configuration, and maintenance of company equipment including:
• Computers and laptops
• Printers and peripherals
• Routers and networking devices
• Kiosks and digital signage
• Troubleshoot network connectivity issues for endpoints and remote users
• Escalate complex issues to appropriate IT team members when needed
• Maintain and update documentation for systems and applications
• Stay current on emerging technologies and tools through training
• Support IT projects and initiatives as assigned

Knowledge and Skills

• Strong troubleshooting and problem‑solving skills
• Excellent communication and customer service abilities
• Ability to manage multiple priorities in a fast‑paced environment
• Basic understanding of:
• Windows operating systems
• Networking concepts
• Hardware and peripheral support
• Experience with IT ticketing systems is a plus
• A team‑oriented mindset with a willingness to learn

Benefits

• Medical, dental and vision
• Life, AD&D and critical illness insurance
• Wellness rewards
• 401(k) savings plan
• Profit sharing
• Paid time off increasing with tenure
• Tuition reimbursement
• Long and short disability and parental leave
• Employee discount program on the purchase of a Drees Home
• Employee Assistance Program and more

Equal Opportunity Employer / Drug‑Free Workplace

We welcome applicants of all backgrounds and are an equal opportunity employer. Drees Homes is a drug‑free workplace.