IT Dept - Service Support Specialist I

The Service Support Specialist I is responsible for providing functional Tier 2 support, managing the lifecycle of incidents and service requests, and performing effective hardware and software troubleshooting. Key Responsibilities Service Desk: Manage the incident and service request queues, ensuring adherence to Service Level Agreements (SLAs). Handle complex service requests, including advanced user provisioning and resource access modifications. Incident Resolution: Resolve Tier 2 incidents involving network access (VPN/Wi-Fi), complex software installations/troubleshooting, and access to key enterprise applications. Computer Break/Fix: Deliver timely and effective technical support for software malfunctions and complex hardware issues (e.g., driver conflicts, hard drive diagnostics, operating system re-imaging). Monitoring & First Line of Support: Proactively monitor critical application logs and system performance metrics. Act as the initial point of contact for service alerts across networking, server, and platform teams, providing accurate triage before escalation. Continuous Improvement: Identify patterns in recurring incidents and actively contribute to the Problem Management process by documenting trends for analysis. Knowledge, Skills, and Abilities (KSAs) Knowledge: Solid understanding of Active Directory/Entra ID, TCP/IP fundamentals, and troubleshooting corporate applications (e.g., ERP, CRM). Skills: Proficient in using ITSM tools and remote diagnostic utilities. Strong ability to prioritize conflicting demands and manage ticket workflow effectively. Training/Certifications: CompTIA A+ hardware or software, or ITIL Foundation training or certification, or Microsoft Certified: Modern Desktop Administrator Associate or equivalent is highly desired. Work Schedule & Location Schedule: Monday through Thursday, 12:00 PM – 9:00 PM; Friday, 9:00 AM – 6:00 PM. Work Location: This is a 100% in-office position. Employees are expected to work on-site five days per week. Experience 1-2 year of IT Service Desk and/or IT support experience in a corporate or enterprise environment preferred. Experience supporting Windows desktops, enterprise, applications, and ITSM ticketing systems is preferred. Education: High School Diploma or GED required. Associate’s degree in information technology or a related field preferred. #J-18808-Ljbffr Phillips & Cohen Associates, Ltd.