IT Specialist I – Help Desk Support Department | Information Technology | Reports To | Helpdesk / Support Supervisor | Employment Type | Full-Time, Exempt | Work Arrangement | Onsite | Level | Level 1 (Entry) |
Position SummaryThe IT Specialist I is the first point of contact for end-user technology support at Cox. This role owns day-to-day help desk ticket resolution, manages the lifecycle of company hardware and devices, administers software and application licensing, keeps conference room technology running smoothly, and supports Windows OS upgrade and patching efforts across the organization. This is an onsite, entry-level role reporting to the Helpdesk/Support Supervisor and is well suited to someone early in their IT career who is looking to build a strong technical foundation in a hands-on, customer-facing environment. Key ResponsibilitiesHelp Desk & Ticket Support - Serve as point of contact for incoming help desk tickets via phone, email, chat, and ticketing system; acknowledge, triage, and prioritize requests.
- Diagnose and resolve Tier 1 hardware, software, network, and account issues; escalate more complex issues to Level 2/3 support with clear documentation.
- Meet established service level agreements (SLAs) for ticket response and resolution time.
- Document troubleshooting steps, resolutions, and recurring issues in the ticketing system and internal knowledge base.
Hardware & Device Management - Image, configure, deploy, and retire laptops, desktops, monitors, peripherals, and mobile devices.
- Maintain accurate hardware inventory and asset tags; track device assignments, warranties, and repair history.
- Set up equipment for new hires and process equipment recovery for departing employees.
- Coordinate hardware repairs, replacements, and vendor RMAs as needed.
Application & Licensing Management - Install, configure, and support approved business applications on end-user devices.
- Track software license assignments, seat counts, and renewal dates to maintain licensing compliance.
- Assist in evaluating and onboarding new software licenses in coordination with IT leadership.
- Deactivate and reclaim licenses during employee offboarding.
Conference Room & Collaboration Technology - Support and troubleshoot conference room audiovisual systems, including video conferencing platforms, displays, cameras, and microphones.
- Perform routine checks to ensure meeting rooms are functional and meeting-ready.
- Respond promptly to in-meeting technical issues and coordinate with vendors for AV equipment repairs.
Windows Upgrades & Patch Management - Plan, test, and deploy Windows OS upgrades and feature updates across the device fleet.
- Apply routine security patches and updates; monitor for and remediate failed updates.
- Validate device compatibility and troubleshoot post-upgrade issues.
Other Duties - Support basic user account administration (password resets, access permissions) within defined scope.
- Follow IT security policies, procedures, and data handling standards.
- Assist with IT projects and other duties as assigned by the Helpdesk/Support Supervisor.
Qualifications- High school diploma or equivalent.
- 0–2 years of experience in a help desk, technical support, or related IT role (internship experience considered).
- Working knowledge of Windows 10/11 operating systems and Microsoft 365 applications.
- Basic understanding of computer hardware components and troubleshooting.
- Strong customer service, communication, and problem-solving skills.
- Ability to prioritize and manage multiple tickets/tasks in a fast-paced environment.
- Ability to lift and move IT equipment up to 40 lbs.
Preferred - Associate degree in Information Technology or related field.
- CompTIA A+, Network+, or equivalent certification.
- Experience with ticketing systems (e.g., Zendesk).
- Familiarity with Active Directory / Microsoft Entra ID user and device management.
- Experience supporting conference room AV platforms (e.g., Microsoft Teams Rooms, Zoom Rooms)
- Exposure to software asset/license management tools.
Work Environment- This is an onsite role based at an AC Holdings office location.
- Occasional early morning, evening, or weekend work may be required to perform system upgrades or maintenance with minimal business disruption.
- Regular movement between workstations, storage areas, and conference rooms; occasional equipment carrying/lifting as noted above.
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