IT Service Specialist Level

About the role

The Functionary is looking for an IT Service Specialist, Level 1 to provide first-level technical support to users, deliver professional customer service, and resolve tickets in a timely manner.

Responsibilities

• Serve as the first point of contact for users requesting technical assistance.
• Troubleshoot hardware, software, Windows, Microsoft Office, printing, connectivity, and general IT issues.
• Assist with computer configuration, hardware installation, and software installation.
• Escalate complex or unresolved issues to the appropriate support level.
• Create, update, and manage incidents and service requests through ticketing systems.
• Document troubleshooting steps, actions taken, and resolutions accurately.
• Work within established SLAs and service procedures.
• Maintain IT knowledgebase articles and technical documentation.
• Provide professional technical assistance through phone and other support channels, and communicate clearly about technical issues and resolutions.
• Maintain a patient, professional, and customer-focused approach.
• Identify recurring technical issues and opportunities for process improvement.
• Assist technical services teams with projects and operational tasks, and learn and adapt to new software, systems, and technologies.

Requirements

• 2–4 years of IT, Help Desk, Service Desk, or Technical Support experience.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows environments.
• Knowledge of Microsoft Office / Microsoft 365.
• Understanding of computer systems, mobile devices, peripherals, printing, and Internet connectivity.

Datos clave

• La descripción indica que el puesto brinda soporte técnico de primer nivel.
• Se requieren 2–4 años de experiencia en IT, Help Desk, Service Desk o Technical Support.
• Se requiere experiencia en entornos Windows y conocimiento de Microsoft Office / Microsoft 365.