First Level IT Support Specialist- US

Company Description

Creating a future worth living for future generations gets us out of bed every morning. Depending on the project, we are consultants, implementers, or both for sustainable, innovative and economical solutions for real estate, industry, energy and infrastructure. Our more than 6,500 employees at over 80 locations worldwide support our customers in interdisciplinary teams. Our thinking is both visionary and realistic. We work independently and as part of a team. With passion and the latest technologies. We unite. Join us at Dreso and let’s create a world we want to live in.

Join our team as an IT Support Specialist, where you’ll play a key role in providing first-line technical assistance to internal users across our growing organization. In this position, you will help ensure smooth and efficient IT operations by resolving technical issues, supporting end users, and maintaining high service standards. We are seeking a proactive and customer-focused IT professional with strong communication, troubleshooting, and problem-solving skills who enjoys working in an international environment.

Your Responsibilities

• Provide first-line IT support via ticketing, email, phone, and remote tools
• Troubleshoot hardware, software, network, and business application issues
• Log, track, prioritize, and manage incidents and service requests
• Escalate complex issues in line with SLAs and business requirements
• Support users across multiple locations and time zones
• Manage onboarding/offboarding, device provisioning, and asset recovery
• Administer user accounts, permissions, passwords, and access changes
• Coordinate IT procurement and maintain hardware, software, and license inventories
• Support business applications, vendor solutions, system upgrades, migrations, and IT projects
• Ensure security, compliance, documentation, continuous improvement, and technology adoption

Qualifications

• Degree in Information Technology, Computer Science, or a related field, or equivalent combination of education, certifications, and practical experience
• 2–3 years of experience in IT Support, Help Desk, or Technical Support environments, with exposure to IT ticketing systems and service management processes
• Knowledge of Windows operating systems and Microsoft 365 applications, including Outlook, Teams, and SharePoint
• Understanding of user account, identity, permission, and access management, including password resets and account administration
• Experience with remote support and troubleshooting tools; international or distributed support experience is a plus
• Strong communication, interpersonal, analytical, and problem-solving skills, with the ability to prioritize requests based on urgency, impact, and SLAs
• Customer-focused, proactive, and solution-oriented mindset; fluent English required, with additional languages and IT certifications considered an advantage

Additional Information

• We promote your professional and personal development through individual training and further education at the Drees & Sommer Academy
• We currently have two vacancies open for this position
• This is a fully on-site position based in Cary, NC. Candidates must reside in Cary or within a reasonable commuting distance and be available to work from the office on a daily basis