Specialist, Technical Support
Core
Provides Tier 1 through Tier 3 service desk support for hardware, software, network, and application issues, acting as a technical reference and escalation point.
Role type
Senior IC IT Service Desk Specialist
Builds
IT service desk operations and incident resolution workflows
Domain
IT Service Management / Technical Support
Required skills
Tier 1-3 incident management, hardware/software troubleshooting, network support, application support, knowledge base development, staff training, process improvement, quality assurance, on-call coverage
Preferred skills
None stated
Technologies
None explicitly listed
Responsibilities
Handle complex incidents across multiple technical categories, serve as a technical escalation point, develop and maintain knowledge base articles, assist in onboarding and training new staff, identify recurring incident patterns for systemic improvements, contribute to quality assurance activities, support after-hours and on-call coverage