IT Support Specialist I (Tier 1)

Job Description

Job Description

IT Support Specialist I (Tier 1) 

StoneGate Senior Living 
Lewisville, TX 

StoneGate Senior Living in Lewisville, TX is seeking a customer-focused and motivated IT Support Specialist I (Tier 1) to join our IT team. This position serves as the first point of contact for employees requiring technical assistance and is responsible for resolving common technology issues across our cloud-based environment. 

The ideal candidate will have experience supporting Windows devices, Microsoft 365 applications, and end-user technology. This role requires excellent customer service skills, strong troubleshooting abilities, and a willingness to learn and grow within a fast-paced healthcare environment. 

Key Responsibilities: 

• Provide Tier 1 technical support for end users via phone, email, remote support, and the Matrix42 ticketing platform. 

• Troubleshoot and resolve common hardware, software, printing, and connectivity issues. 

• Support Windows 10/11 devices, Microsoft 365 applications, printers, mobile devices, ChromeOS devices, and business-critical applications. 

• Perform routine account administration tasks including password resets, account unlocks, account provisioning, and basic Microsoft 365 license assignments following established procedures. 

• Assist users with Microsoft Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 applications. 

• Assist with Microsoft Intune device enrollment and synchronization activities following established procedures. 

• Assist with Google Admin Console and ChromeOS device support. 

• Configure, deploy, and maintain desktops, laptops, peripherals, mobile devices, and ChromeOS devices according to established standards. 

• Assist with endpoint lifecycle activities including device setup, deployment, replacement, inventory management, and retirement. 

• Perform routine software installations, updates, and maintenance activities. 

• Provide remote support using approved remote support tools. 

• Document incidents, troubleshooting steps, and resolutions within the Matrix42 ticketing platform. 

• Identify, document, and escalate technical issues requiring advanced troubleshooting to Tier 2 support. 

• Support new hire onboarding activities including workstation preparation, account setup, and technology orientation. 

• Contribute to knowledge base documentation and continuous process improvement initiatives. 

• Support end users in a healthcare environment while maintaining compliance with HIPAA and organizational security policies. 

• Participate in an on-call rotation for critical support incidents. 

Required Qualifications: 

• High school diploma or equivalent. 

• 1+ year of IT support, help desk, customer service, or related technical experience (internships and educational experience may be considered). 

• Working knowledge of Windows 10 and Windows 11 operating systems. 

• Familiarity with Microsoft 365 applications including Outlook, Teams, OneDrive, and Microsoft Office. 

• Familiarity with computer hardware, printers, mobile devices, and troubleshooting methodologies. 

• Strong customer service and interpersonal skills. 

• Excellent verbal and written communication skills. 

• Strong problem-solving and organizational skills. 

• Ability to prioritize tasks and manage multiple support requests in a fast-paced environment. 

• Ability to learn new technologies and follow documented procedures. 

• Positive attitude, strong work ethic, and willingness to learn. 

• Ability to work effectively both independently and as part of a team. 

Preferred Qualifications: 

• Associate's degree in Information Technology, Computer Science, or a related field. 

• CompTIA A+ certification. 

• Microsoft Certified: Azure Fundamentals (AZ-900). 

• Experience supporting Microsoft 365 environments. 

• Experience supporting Google ChromeOS devices and Google Admin Console. 

• Experience working with ticketing platforms such as Matrix42, ServiceNow, Zendesk, or similar systems. 

• Experience supporting healthcare organizations and HIPAA-regulated environments. 

• CompTIA Network+ certification. 

• Familiarity with Microsoft Intune. 

• Familiarity with Microsoft Entra ID. 

• Familiarity with ITIL practices and service management methodologies.