IT Support Specialist — Tier 1 Help Desk

Lorien; Tallahassee (FL); Sur place; USD 45 000 - 65 000; Plein temps

Résumé du poste

Impellam Group seeks a Tech Support Specialist to be the first line of end-user support, handling phone and email tickets for computer, printer, software, and network issues. You will troubleshoot, document, and resolve problems while coordinating with Tier 2/3 escalations.

The role requires 1–2 years IT support experience, knowledge of DNS/DHCP, Active Directory, Group Policy, Office 365, Windows OS, and VoIP. Strong communication and documentation skills are essential.

Qualifications

• Associates in Information Technology preferred, but not required.
• 1-2 years providing IT support to end users.
• Understanding of DNS, DHCP, and basic connectivity troubleshooting.
• Experience with Active Directory, Group Policy, and AD topologies.
• Experience with Office 365 administration.
• General knowledge of electronics, PC architecture and operating systems.
• Experience with current Windows OS.
• Proven expertise in Remote Desktop Management and printer troubleshooting.
• Knowledge of diagnostic utilities (ping, traceroute, ipconfig, PsExec).
• Understanding of VoIP technologies.
• Certifications: ITIL Foundation; CompTIA A+; CompTIA Net+.

Responsabilités

• Triage and resolve Tier 1 requests and develop understanding of Tier 2 & 3 escalation.
• Test fixes to ensure issues are resolved; perform post-resolution follow-ups.
• Fully document end user details and call resolution notes.
• Configure, maintain, test, and document Help Desk applications and knowledge base.
• Document and monitor incident and work requests per department SOPs.
• Provide training to end users on Microsoft technologies or contract-specific apps.
• Follow simple and complex instructions and create/update procedural documentation.
• Manage incoming requests via Help Desk ticketing system.

Connaissances

Troubleshooting

Remote Desktop

Active Directory

Office 365

DNS/DHCP

Windows OS

Printer troubleshooting

Networking basics

Customer service

Documentation

Technical communication

SOP adherence

Formation

Associates in IT

ITIL Foundation

CompTIA A+

CompTIA Network+

Outils

Group Policy

PsExec

Office 365 Admin

Description du poste

Impellam Group seeks a Tech Support Specialist to be the first line of end-user support, handling phone and email tickets for computer, printer, software, and network issues. You will troubleshoot, document, and resolve problems while coordinating with Tier 2/3 escalations.

The role requires 1–2 years IT support experience, knowledge of DNS/DHCP, Active Directory, Group Policy, Office 365, Windows OS, and VoIP. Strong communication and documentation skills are essential.