IT Support Specialist - I
Core
First point of contact for IT support requests, combining service desk duties with dispatcher responsibilities to triage and assign technical issues.
Role type
IT Support Specialist (Service Desk & Dispatcher)
Builds
Supports a mid-sized Windows Server domain environment and a nationwide portfolio of remote sites.
Domain
Enterprise IT Operations / Student Living
Deliverable
client delivery
Required skills
Windows Server administration, Active Directory management, Microsoft 365 administration, networking fundamentals, hardware troubleshooting, printer configuration, remote support tools, MDM (JAMF), DeepFreeze, iOS/Android device support, security camera/A/V setup
Preferred skills
Experience with wireless devices, conference room setup, process improvement
Technologies
Windows, macOS, Microsoft 365, Active Directory, JAMF, DeepFreeze, remote support tools
Responsibilities
Serve as first point of contact for IT requests via phone, email, or ticketing system; provide basic troubleshooting for hardware, software, network, and user account issues; document issues and resolutions in the ticketing system; guide users through self-help steps; escalate unresolved issues to Level 2/3 technicians; monitor and prioritize incoming service requests; assign tickets to appropriate technicians; communicate ticket status and expected response times to end users; track SLAs and ensure response times are met; maintain IT asset inventory; provide end-user training for basic IT functions.
Seniority
Individual Contributor