IT Technical Support Specialist

Summary

Responsible for ensuring our customers receive helpful service and timely responses to Information Technology (IT) support requests and questions. This role will focus on creating and maintaining high quality, timely and consistent experiences across all customer support touch points, which can include (but is not limited to):
In-Person, Email, chat and phone correspondence, Web-based support, tools/applications/portals, Support documentation/content, Virtual demos/training sessions, and in‑person meetings, events, or trainings.

• Provide basic troubleshooting (e.g., password resets, printer issues, connectivity problems).
• Escalate unresolved issues to Tier 2 or appropriate teams.
• Log and track incidents in the ticketing system accurately.
• Follow standard procedures and documentation.
• Educate users on basic self‑help resources or FAQs.
• Monitor service desk queue and prioritize tickets based on urgency.
• Collaboration:
  
  Work with Tier 2 to further investigate the issue.
• Perform basic Asset Management activities that identify and labelling new IT assets and documentation associated with IT Asset Management tools or systems.

• 0-3 years of related information technology work experience.
• High School Diploma required.
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).
• Regular and reliable attendance is an essential function of this job.
• Ability to travel up to 10% of the time.
• Ability to work on‑site as directed by management and is determined by the needs of the business.
• United States Citizenship with the ability to obtain and maintain, a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).

• Associates degree in computer-related field or equivalent IT work experience.
• Demonstrated experience using Service Now’s ticketing system in a medium to large size company.
• General knowledge of desktop computer systems.
• Beginner to intermediate skills for identifying and resolving technical problems.
• Skill in using operating system software, companion software and utilities.
• Effective communication skills, interpersonal and customer-service skills.
• Some positions within this classification may require unique computer skills.