Job Details
Qualifications
- Azure
- Communication skills
- Help desk
- Software troubleshooting
Job Description
TITLE: IT Jr. User Support Specialist
POSITION CLASSIFICATION: Exempt
DEPARTMENT: IT
POSITION REPORT TO: Manager, User Support Services
SUMMARY: We are currently seeking an Entry-Level Help Desk Support Specialist to join our growing team, providing technical support and excellent customer service.
LOCATION: Sterling office and Alexandria manufacturing facility
SHIFT HOURS: 11am-7pm or 12pm-8pm
EDUCATION/EXPERIENCE:
Prior help desk experience, IT certification, or some college is required.
Strong verbal and written communication skills with a customer-focused mindset.
Basic understanding of computer systems, networks, and common software applications.
Ability to troubleshoot and resolve technical issues in a timely manner.
Excellent problem-solving and critical-thinking skills.
Ability to work independently and as part of a team.
Willingness to learn and stay current with technology trends and products.
Able to travel to all satellite office locations.
On-Call-Duty Rotation that includes nights and weekends
Microsoft 365 / Azure experience is a plus
JOB RESPONSIBILITIES:
Respond to staff inquiries via phone, email, and chat, providing first-level technical support.
Troubleshoot and diagnose basic software and hardware issues, guiding users through step-by-step solutions.
Escalate complex issues to higher-level support teams when necessary.
Maintain detailed records of staff interactions, incidents, and resolutions using ticketing
Stay up to date on the latest technology and product offerings to provide knowledgeable support.
Collaborate with team members to continuously improve support processes and enhance customer satisfaction.
Provide assistance in setting up and configuring new devices, software, and user accounts.
Assist with basic training for users on company-supported software and applications.