IT Support Specialist (Tier 1)

Job Title:

IT Support Specialist (Tier 1 – On-Site Help Desk / End-User Support)

Location: On-Site – The Water Valley Company
Compensation: $24–$36 per hour
Employment Type: Full-Time
Seniority Level: Entry to Mid-Level

Position Summary:

We are looking for a reliable and customer-focused IT Support Specialist (Tier 1) to join our on-site IT team. This position serves as the first point of contact for all internal technical support needs, helping to maintain smooth IT operations across the organization. You'll provide hands-on support for hardware, software, and systems in a fast-paced environment where clear communication and problem-solving are key.

Key Responsibilities:

• Provide in-person technical support for staff on-site.
• Respond to support requests submitted via ticketing system and email.
• Troubleshoot and resolve issues related to desktops, laptops, printers, phones, and other end-user hardware.
• Support software issues, including Microsoft 365, email clients, and standard business applications.
• Assist with user account management: password resets, MFA setup, Active Directory changes.
• Set up workstations, install software, and configure peripherals for new hires and relocations.
• Accurately log incidents and resolutions, escalating more complex issues as needed.
• Communicate technical solutions in a user-friendly, professional manner.
• Collaborate with the IT team to support business systems and provide a positive end-user experience.
• Maintain documentation of procedures, fixes, and common troubleshooting steps.

Qualifications:

• 4–5 years of experience in IT support, help desk, or technical support.
• Strong customer service and interpersonal communication skills.
• Proficiency with Windows OS, Microsoft 365, and commonly used business software.
• Basic networking knowledge (TCP/IP, Wi-Fi troubleshooting, DNS/DHCP).
• Experience with Active Directory for user account management.
• Ability to work independently in an on-site support capacity.
• A+ or other IT certifications preferred but not required.

Additional Info:

• This is an on-site position – candidates must be comfortable working directly with employees in person.
• Opportunities for career growth and skill development based on performance.
• Work environment includes interacting with both technical and non-technical users.