Support Specialist

Franklin Fitch; United States; Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Three bonus opportunities

Annual salary reviews

401(k) profit-sharing

Structured training and development

Strong internal progression

Job summary

Franklin Fitch is seeking an IT Support Specialist I to join its internal technology team. The role provides remote Tier I support for end users, with initial on-site onboarding and a 35-hour work week.

You’ll troubleshoot Windows and Office issues, document resolutions and escalate complex cases to Tier II, while benefiting from structured training and mentorship to progress within the organization.

Qualifications

• 1–2 years of IT support or helpdesk experience
• Experience with Windows environments
• Familiarity with Microsoft 365
• Strong customer service and communication skills
• Ability to work in a structured support/escalation environment
• Willingness to learn new technologies and processes

Responsibilities

• Provide first-line technical support to end users via remote channels
• Troubleshoot Windows and Microsoft Office-related issues
• Diagnose and resolve user, software and access issues
• Document incidents and resolutions in the service management platform
• Escalate more complex issues to Tier II when needed
• Maintain high level of customer service and collaboration with teams
• Adhere to defined response and escalation processes
• Contribute to ongoing training and knowledge sharing

Skills

Windows environments

Microsoft 365

Helpdesk

Customer service

Troubleshooting

Communication

Structured support processes

Tools

Active Directory

Citrix

Exchange

ServiceNow

Job description

Working arrangement: Remote, with initial on-site onboarding

Hours: 35 hours per week

We are currently recruiting for an IT Support Specialist I to join the internal technology team of a large, highly established professional services organisation.

This is a great opportunity for someone looking to build their career in IT support within a structured environment that places a strong emphasis on training, mentorship and internal progression.

The Role

You will provide Tier I technical support to end users, resolving common hardware, software and access issues remotely.

The position operates within a structured support model, with Tier I technicians expected to troubleshoot issues before escalating more complex problems to the onsite Tier II team.

Key Responsibilities

• Provide first-line technical support to end users via remote support channels
• Troubleshoot Windows and Microsoft Office-related issues
• Diagnose and resolve user, software and access issues
• Work within defined response and escalation processes
• Attempt to resolve tickets within the Tier I support window before escalating where appropriate
• Accurately document incidents and resolutions within the service management platform
• Escalate more complex technical issues to the appropriate Tier II team
• Provide a consistently high level of customer service
• Work closely with supervisors and other technical teams to resolve user issues
• Continue developing your technical knowledge through training and feedback

What We're Looking For

We're open to candidates across a range of experience levels. Ideally, you'll have 1–2 years of IT support experience, but candidates with more experienced candidates will be considered.

• Experience providing IT, helpdesk or technical support
• Working knowledge of Windows environments
• Working knowledge of Microsoft Office / Microsoft 365
• Strong customer service and communication skills
• Good troubleshooting and problem-solving ability
• Ability and willingness to learn new technologiesComfortable working within a structured support and escalation environment
• Able to work the required shift pattern

Nice to Have

• Active Directory
• Citrix
• Exchange
• ServiceNow
• Previous experience supporting users within a professional services environment
• Previous experience within the legal sector

Why Join?

This team has a strong focus on developing people rather than simply filling a helpdesk seat.

You'll work alongside experienced supervisors who provide regular feedback, mentoring and technical development. There is a clear emphasis on helping Tier I technicians build the skills required to progress into more advanced positions within the wider support function.

The organisation also has a strong track record of internal promotion, with higher-level support positions frequently being filled by people who have developed through the Tier I team.

Package

• Three bonus opportunities throughout the year
• Annual salary reviews
• 401(k) profit-sharing
• Structured training and development
• Strong internal progression opportunities