IT Support Specialist

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

GENERAL STATEMENT OF JOB DUTIES

GoTriangle is the regional public transportation authority serving the Raleigh-Durham-Chapel Hill area. We are dedicated to providing safe, reliable, and innovative transit solutions. To support our mission, we are seeking a proactive and customer-focused IT Support Specialist to manage all incoming incidents and requests for the IT Support Service Desk. The IT Support Specialist is the first point of contact for all technical support needs within GoTriangle. This role is responsible for managing, prioritizing, and resolving IT incidents and service requests, ensuring a high level of customer satisfaction and timely resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the primary contact for all incoming IT incidents and service requests via phone, email, or ticketing system.
• Accurately log and categorize incidents and requests in the service management system.
• Assign tickets to appropriate IT team members when necessary and monitor progress to ensure timely resolution.
• Provide first-level troubleshooting for hardware, software, network, and peripheral issues.
• Escalate complex technical issues to higher-level support teams or vendors as needed.
• Follow up with users to confirm resolution and ensure customer satisfaction.
• Monitor the service desk queue to maintain response and resolution time SLAs.
• Generate reports on ticket trends, common issues, and areas for improvement.
• Identify recurring incidents and recommend long-term solutions.
• Create and maintain detailed documentation for common issues and resolutions.
• Contribute to the development of a knowledge base to empower end-users with self-help resources.
• Provide exceptional customer service, ensuring clear communication and a positive experience for all users.
• Educate users on IT policies, best practices, and available resources.
• Stay current on new technologies and tools to enhance service desk operations.
• Participate in team meetings to review performance metrics and suggest process improvements.

MINIMUM QUALIFICATIONS AND REQUIREMENTS

• Associate's degree in Information Technology, Computer Science, or a related field.
• Minimum of three (3) years of experience in a technical support or help desk role
• Certification(s) Preferred - CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate
• Proficiency in troubleshooting Windows and macOS operating systems.
• Experience with Microsoft Office 365, Active Directory, and remote support tools.
• Knowledge of basic networking concepts (e.g., TCP/IP, DNS, VPN).
• Strong communication and interpersonal skills with a customer-first mindset.
• Excellent problem-solving and organizational abilities.
• Ability to multitask and prioritize in a fast-paced environment.

Working Conditions:

Works in an office environment where there is minimum exposure to dust, noise, or extreme temperatures. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting operating facilities, during which the incumbent should observe all policies and procedures, safety precautions and regulations, and use all protective clothing and devices provided.

Physical Requirements:

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Walking and standing are required only occasionally.

EEO Statement:

GoTriangle is an equal opportunity employer. We are committed to providing equal opportunity and will not discriminate in terms and conditions of employment and employment practices. Decisions are made without regard to race, color, national origin, age, disability, pregnancy, genetic information, gender, sexual orientation, gender identity, marital status, creed, religion, protected veteran and military status or other applicable legally protected characteristics.

Accommodations:

GoTriangle is firmly committed to a policy of nondiscrimination in employment and to a program of achieving total equality of opportunity for all applicants. If you require reasonable accommodation because of a disability for any part of the application or hiring process, please contact 919-485-7448. Please indicate the specific assistance needed.