IT Help Desk Support Specialist / Tier 1 Technician

Position Overview

The IT Help Desk Support Specialist will provide first-level technical support to students, faculty, and staff through phone, email, chat, and web-based support channels. The role will resolve common technical issues, document all interactions, and escalate incidents that require additional technical expertise.

Key Responsibilities

• Receive, log, categorize, and prioritize support requests.
• Troubleshoot account access, password, connectivity, application, and common software issues.
• Provide basic support for Microsoft 365, Canvas, and other applications within the agreed service scope.
• Assist users with network access and routine technical questions.
• Provide remote troubleshooting and user guidance.
• Maintain accurate ticket notes, resolution details, and follow-up records.
• Escalate unresolved or high-impact incidents according to established procedures.
• Follow security, identity verification, privacy, and data handling procedures.
• Meet assigned response-time, documentation, and customer service standards.
• Support evening, weekend, holiday, and other scheduled coverage requirements.

Preferred Qualifications

• Relevant experience in IT support, technical troubleshooting, or customer service.
• Familiarity with Windows environments, Microsoft 365, user account management, and ticketing systems.
• Strong written and verbal communication skills.
• Ability to document technical issues clearly and follow established procedures.
• CompTIA A+, Microsoft certifications, or equivalent technical training is desirable.

Key Deliverables

• Accurate and complete support tickets.
• Timely first-level troubleshooting and escalation.
• Documented incident resolutions.
• Contribution to knowledge base articles and service desk metrics.