IT Help Desk Support Specialist / Tier 1 Technician

Sligo Software Solutions

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.

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Vacancy posted 1 day ago

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