Level 1 Technical Support Specialist

Tier‑1 IT Support Engineer

Position Summary

The Tier‑1 IT Support Engineer provides first‑level technical support to end users across several different client sites. This role is responsible for responding to service requests, troubleshooting hardware and software issues, and delivering excellent customer service through phone, email, and in‑person support. The ideal candidate has a strong foundation in desktop support, productivity platforms, and user account management, with a willingness to learn and grow in a fast‑paced IT environment.

Key Responsibilities

• Serve as the first point of contact for technical support requests via phone, email, ticketing system, and walk‑up support
• Diagnose, research, and resolve technical issues related to hardware, software, and peripherals
• Troubleshoot and support Windows and macOS operating systems
• Provide user support for Google Workspace (formerly G Suite) and Microsoft Office / Microsoft 365 applications
• Support email platforms such as Google Workspace Gmail and Microsoft Exchange
• Troubleshoot printers, scanners, mobile devices, and basic network connectivity issues
• Assist with user account administration, including account creation, permissions, security groups, and password resets
• Install, configure, maintain, and upgrade computer systems, hardware, and software
• Document incidents, resolutions, and procedures clearly within the ticketing system
• Escalate unresolved or complex issues to Tier‑2 or Tier‑3 support teams as appropriate
• Follow established IT processes, policies, and best practices to meet service level expectations

Desired Skills and Qualifications

• 2+ years of technical support or IT‑related experience (professional or equivalent academic experience)
• Experience troubleshooting Windows and Apple operating systems
• Experience supporting Google Workspace (Gmail, Drive, Docs, Sheets, Admin Console)
• Exposure to Microsoft Office / Microsoft 365 applications
• Familiarity with Exchange, printers/scanners, mobile devices, and basic network troubleshooting
• Previous experience troubleshooting desktops, laptops, and peripheral hardware
• Exposure to virtual environments is a plus
• Strong verbal and written communication skills
• Customer‑focused mindset with the ability to explain technical concepts clearly to non‑technical users
• Ability to work effectively in a team environment and commit to a full‑time work schedule

Education

• Associate Degree in Information Technology or a related field preferred, but not required

Certifications (Preferred)

• ITIL Foundation
• CompTIA A+, Network+, and/or Security+
• Google IT Support Professional Certificate
• Google Workspace Administrator Certification (a plus)

#jp2