IT Help Desk Specialist — Customer-First Tech Support

Research Triangle Regional Public Transportation Authority; Durham (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

GoTriangle is seeking an IT Support Specialist to manage all incoming incidents and requests for the IT Support Service Desk. You will log, categorize, assign, and resolve tickets, providing first-level troubleshooting and ensuring customer satisfaction.

The role emphasizes documenting resolutions, updating the knowledge base, and educating users on IT policies while staying current with new technologies and service improvements.

Qualifications

• Associate's degree in Information Technology, Computer Science, or related field.
• Minimum of three years in technical support or help desk.
• Proficiency troubleshooting Windows and macOS, Office 365, AD, and remote tools.
• Knowledge of basic networking concepts (TCP/IP, DNS, VPN).
• Strong communication and customer-first mindset.

Responsibilities

• Serve as primary contact for IT incidents and service requests via phone, email, or ticketing system.
• Log, categorize, and assign tickets; monitor progress to ensure timely resolution.
• Provide first-level troubleshooting for hardware, software, network, and peripherals.
• Escalate complex issues to higher-level teams or vendors as needed.
• Follow up with users to confirm resolution and satisfaction.
• Monitor queue against SLA targets and generate trend reports.
• Create and maintain documentation for common issues and resolutions.
• Contribute to knowledge base to empower self-service for end-users.
• Educate users on IT policies, best practices, and resources.

Skills

Windows troubleshooting

macOS troubleshooting

Office 365

Active Directory

Remote support tools

Networking basics

Customer service

Multitasking

Education

Associate's degree in IT/CS

Tools

Ticketing system

Job description

GoTriangle is seeking an IT Support Specialist to manage all incoming incidents and requests for the IT Support Service Desk. You will log, categorize, assign, and resolve tickets, providing first-level troubleshooting and ensuring customer satisfaction.

The role emphasizes documenting resolutions, updating the knowledge base, and educating users on IT policies while staying current with new technologies and service improvements.