Technical Support Specialist

Job ** Tier I Technical Support Specialist Purcellville, Virginia Information TechnologyJob * Full-timeReports * Technical Support Manager 55,000 - 65,000/YearJob **The Tier I Technical Support Specialist is the first point of contact for customers and end-users seeking technical assistance. This role provides prompt, courteous, and effective support for common technical issues related to software, hardware, applications, and network access. Ideal candidates are tech-savvy communicators with a strong desire to help others and grow within a technical support team.Key *Respond to incoming support requests via phone, email, or chat in a timely and professional mannerTroubleshoot and resolve basic technical issues involving software, hardware, and user accountsGuide users through step-by-step solutions and provide clear instructionsDocument all support interactions, issues, and resolutions in the ticketing systemEscalate more complex issues to Tier 2 or Tier 3 support when necessaryAssist with onboarding and setup for new users (hardware, email, permissions, etc.)Follow established procedures and contribute to the internal knowledge baseProvide outstanding customer service and maintain a high level of user satisfaction2 years of experience in IT support, customer service, or a related roleBasic understanding of operating systems (Windows, macOS), common software applications, and computer hardwareStrong communication and interpersonal skillsAbility to multitask, stay organized, and manage time effectivelyA customer-first attitude with patience and empathy**Associate's degree or technical certification (e.g., CompTIA A+, Microsoft Certified Fundamentals)Experience with ticketing systems like Zendesk, Jira, or ServiceNowFamiliarity with Microsoft 365, VPN, and remote support tools (e.g., TeamViewer, AnyDesk)

Created: 2025-06-27