Tech Support Specialist — Tier 2 & System Solutions

Combined Public Communications, LLC; Cold Spring (KY); On-site; USD 45,000 - 65,000; Full time

Job summary

Combined Public Communications, LLC is seeking an Technical Support Specialist to provide intermediate-level technical assistance across internal systems, field operations, and customer-facing platforms. You will own issues from intake to resolution, following established processes and escalating when appropriate.

The role covers troubleshooting across devices, applications, telephony, and user environments, with emphasis on clear communication and timely ticket updates.

Qualifications

• 2+ years of experience in technical support or IT help desk.
• Troubleshoot hardware, software, and network issues.
• Familiarity with Microsoft 365 and ticketing systems.
• Basic understanding of Active Directory and endpoint management.
• Able to follow structured processes and resolve issues independently.

Responsibilities

• Provide technical support across devices, applications, telephony systems, and user environments to ensure system reliability.
• Diagnose and resolve Tier 1 and Tier 2 technical issues, including user access, device failures, connectivity issues, and application errors.
• Support account provisioning, permissions management, and device configuration for internal users and customer environments.
• Assist with system configurations including telephony setup, endpoint configuration, and basic network troubleshooting.
• Monitor and respond to incoming support requests via phone, ticketing systems, and messaging platforms.
• Document troubleshooting steps, root cause, and resolution details within the ticketing system.
• Escalate complex issues to senior technical resources with complete and accurate documentation.
• Create and maintain knowledge base documentation, ensuring accurate and up-to-date troubleshooting guides and support procedures.
• Maintain awareness of system status and proactively respond to performance or outage indicators.
• Must be flexible and able to work independently.

Skills

Troubleshooting

Customer communication

Problem solving

Independence

Tools

Microsoft 365

Ticketing systems

Active Directory

Device management tools

Job description

Combined Public Communications, LLC is seeking an Technical Support Specialist to provide intermediate-level technical assistance across internal systems, field operations, and customer-facing platforms. You will own issues from intake to resolution, following established processes and escalating when appropriate.

The role covers troubleshooting across devices, applications, telephony, and user environments, with emphasis on clear communication and timely ticket updates.