The Tier I IT Support Specialist is the first point of contact for end‑users experiencing technical issues.
This role focuses on responding to support requests, troubleshooting basic hardware/software challenges, assisting in system access needs, and escalating more complex issues to Tier II support when necessary.
Tier I ensures excellent customer service, accurate documentation, and smooth day‑to‑day IT operations.

Foundational knowledge of computer hardware, operating systems, and common productivity applications.
Basic troubleshooting skills for desktops, laptops, mobile devices, and peripherals.
Strong communication and customer service skills.
Ability to follow instructions, documented workflows, and troubleshooting guides.
Strong organizational skills and attention to detail.
Familiarity with ticketing systems and IT support tools.
Ability to multitask in a fast‑paced environment and prioritize incoming requests.
Willingness to learn new technologies and grow within the IT support team.
Ability to write clear, concise, user‑friendly documentation (KB articles, tutorials, FAQs).
Preferred: o A degree in Information Technology, Computer Science, or related field — or equivalent experience. o Certifications such as CompTIA A+ or Microsoft 365 Fundamentals. o 2+ years of technical support or helpdesk experience.

IT Support Specialist

Key skills