IT Support Specialist II: Troubleshooting & SLA Ownership

Creative Realities Inc; Berrytown (KY); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HDHP with HSA

401(k) with company match

Paid time off

Job summary

Creative Realities Inc. is seeking a Support Specialist Level II in Louisville, KY. You will manage tickets, perform advanced troubleshooting, and coordinate with Level III and field teams to resolve hardware and software issues.

Ideal candidates have 2+ years in IT helpdesk, strong Windows/Linux knowledge, and familiarity with CRM/ticket systems. Some lifting may be required; this is an on-site role with standard SLA expectations.

Qualifications

• 2+ years of helpdesk or call center IT experience.
• Diploma or equivalent required for the role.
• Familiarity with Windows, Linux, and office apps.

Responsibilities

• Resolve and manage hardware and software incidents.
• Generate, prioritize, and process support tickets.
• Escalate to Level III or PMO as needed and track SLA adherence.
• Maintain documentation and updates to service records.

Skills

Helpdesk experience

IT knowledge

Windows

Linux

Networking

Education

Diploma or equivalent

Tools

CRM systems

Ticket management

PC hardware

Job description

Creative Realities Inc. is seeking a Support Specialist Level II in Louisville, KY. You will manage tickets, perform advanced troubleshooting, and coordinate with Level III and field teams to resolve hardware and software issues.

Ideal candidates have 2+ years in IT helpdesk, strong Windows/Linux knowledge, and familiarity with CRM/ticket systems. Some lifting may be required; this is an on-site role with standard SLA expectations.