IT Support Specialist

The IT Support Specialist serves as the first point of contact for technical support, providing Tier 1 assistance to UniGroup employees, agents, and drivers. This role combines customer service, technical troubleshooting, and problem-solving to resolve everyday technology issues while delivering a positive support experience. In this position, you'll assist users with hardware, software, account access, and application-related questions through phone, chat, and ticketing systems. You'll document support interactions, elevate complex issues as needed, and help ensure users have the tools and resources they need to work effectively. This role offers an excellent opportunity to build a foundation in IT support while gaining exposure to a wide variety of business applications and technologies. What You'll Do Respond to technical support requests through phone, live chat, and the IT service management system Troubleshoot common hardware, software, connectivity, and account-related issues Reset passwords, manage user access, and assist with authentication and login issues Provide guidance and support for company applications and technology tools Document issues, resolutions, and escalations within the service management system Escalate complex or recurring technical issues to higher-level support teams when appropriate Track escalated requests and follow up to ensure timely resolution Participate in testing new applications, system updates, and technology enhancements Maintain current knowledge of company technologies, systems, and application updates through ongoing learning Support departmental initiatives and perform additional responsibilities as assigned What We're Looking For Required Qualifications High school diploma or equivalent 1–2 years of related experience in IT support, help desk, customer service, or a similar technical support role Strong troubleshooting and problem‑solving skills Excellent verbal and written communication skills Ability to explain technical concepts in a clear, user‑friendly manner Experience using Microsoft Office applications and common business technologies Comfortable working with multiple software applications, operating systems, web‑based tools, VPNs, multi‑factor authentication, and remote support technologies Preferred Qualifications Experience working in a help desk or IT service desk environment Experience using ticketing systems such as ServiceNow or similar IT service management platforms Familiarity with Windows operating systems, Microsoft 365, Zoom, VPN connectivity, and user account administration Experience supporting a diverse user base in a fast‑paced business environment Who Thrives in This Role You may be a great fit if you: Enjoy helping people solve technology problems Stay patient and professional while assisting users with varying levels of technical knowledge Communicate technical information in a way that's easy to understand Take ownership of issues and follow through until they're resolved Stay organized while managing multiple support requests and priorities Enjoy learning new technologies and continuously expanding your technical knowledge Collaborate well with teammates and know when to escalate issues appropriately Why UniGroup UniGroup is the parent company of United Van Lines and Mayflower Transit, two of the most recognized brands in the moving and logistics industry. Headquartered in the St. Louis area for more than 90 years, we support a nationwide network of agents, customers, and partners across residential, commercial, government, and specialty logistics markets. Joining UniGroup means becoming part of a collaborative organization that values service, integrity, continuous improvement, and professional growth. Benefits & Work Environment Comprehensive medical, dental, and vision insurance 401(k) retirement plan with company match Generous paid time off and company holidays Paid parental leave Life insurance and disability coverage Employee assistance program Professional development and growth opportunities Collaborative, team‑oriented work environment Work Authorization Candidates must be legally authorized to work in the United States on a permanent basis. UniGroup is unable to provide visa sponsorship or employment authorization support now or in the future. We foster diversity, in part, by imposing a strict policy of non-discrimination. Employment decisions are made without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, age, religion, disability, veteran or military status, genetic information or other status protected by the law. We value the unique skills and experiences that veterans and separated service members bring to our workforce. While serving our country you have gained skills such as leadership, flexibility, and agility, which will help to make you successful here. We are dedicated to supporting military families and ensuring that we provide a welcoming environment for our country’s heroes. We hope you consider joining the UniGroup family. UniGroup is committed to the full inclusion of all qualified individuals. As part of this commitment, UniGroup will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please View email address on click.appcast.io . #J-18808-Ljbffr