Technical Support - Inter

Customer Support & Advocacy Specialist

Overview:
We are seeking a customer-focused Customer Support & Advocacy Specialist to support service desk operations, deliver high-quality end-user support, and contribute to continuous process improvement. This role requires strong communication skills, technical troubleshooting experience, and the ability to collaborate across teams.

Key Responsibilities

• Provide front-line support by handling incoming service desk calls and requests
• Deliver excellent customer service with a focus on timely issue resolution
• Troubleshoot and support end users across Windows and macOS environments
• Collaborate cross-functionally with team members and site leadership
• Assist with process improvements and operational readiness initiatives
• Participate in cross-training and knowledge sharing across the team
• Support ticket management and reporting using tools like ServiceNow, Zendesk, or similar
• Act as backup support for site leadership when needed
• Proactively identify skill gaps and pursue continuous improvement

Basic Qualifications

• High School Diploma, GED, or equivalent
• 1+ year of experience in technical support or IT administration
• 1+ year of experience supporting remote users and environments
• Experience with Windows 10
• Experience with ticketing systems (ServiceNow, Zendesk, HPSM, or similar)

Preferred Qualifications

• Bachelor’s degree in IT, Business, Computer Science, or related field (or equivalent military experience)
• Experience with Active Directory administration
• Familiarity with ITSM processes (incident, change, problem management)
• Experience with virtualization tools (VMware, ESX, Fusion)
• macOS support experience, including enterprise environments
• Experience with endpoint management tools (JAMF, SCCM)
• Experience supporting 100+ users in a corporate environment
• Knowledge of image deployment, system testing, and security tools (e.g., McAfee)
• Experience supporting Office tools on Mac (Teams, Skype, etc.)
• Apple certifications (a plus)

Why This Role

• Hands-on support in a fast-paced environment
• Strong exposure to both Windows and macOS ecosystems
• Opportunity to grow technical and customer-facing skills