IT Support Specialist I - Fast-Paced Helpdesk & Troubleshooting

Electro-Mechanical Corporation; Bristol (VA); On-site; USD 40,000 - 48,000; Full time

Job summary

Electro-Mechanical Corporation is seeking an IT Support Specialist to record and triage IT service issues, restore services quickly, and escalate when needed. You will support production systems and assist with applications, maintaining documentation and knowledge articles.

The role requires strong troubleshooting, customer service skills, and the ability to learn new technologies. On-site work in Bristol, VA offers a collaborative environment and opportunities to contribute to IT improvements.

Qualifications

• Associates degree or equivalent experience.
• 3+ years of IT support experience.
• Experience with AD, VPN, and remote access.
• Strong customer service orientation.
• Ability to document issues and actions clearly.
• Knowledge of switches/routers and voice communications a plus.
• Familiarity with Windows and MS Office.
• Ability to learn new technologies quickly.
• Professional written and verbal communication.

Responsibilities

• Triage issues and service requests via phone, email, or chat.
• Troubleshoot end-user issues and resolve on first contact when possible.
• Record and document issue details in the ticket system.
• Provide remote access/VPN support.
• Offer 'how to' assistance on devices and applications.
• Leverage knowledge bases, manuals, and vendor resources to resolve issues.
• Update end-users on incident status and follow up.
• Create and maintain FAQ documents and user guides.
• Install new releases and maintain existing applications.
• Advocate for end users to ensure quality service.
• Be familiar with AD and network basics.

Skills

Desktop hardware knowledge

Server & networking knowledge

Windows & Office expertise

Customer service skills

Troubleshooting skills

Learning new tech

Written and verbal communication

Time management

Self-motivated professional

Education

Associates degree

Tools

IT Certifications

Job description

Electro-Mechanical Corporation is seeking an IT Support Specialist to record and triage IT service issues, restore services quickly, and escalate when needed. You will support production systems and assist with applications, maintaining documentation and knowledge articles.

The role requires strong troubleshooting, customer service skills, and the ability to learn new technologies. On-site work in Bristol, VA offers a collaborative environment and opportunities to contribute to IT improvements.