Information Technology Support Specialist

Overview

The IT Support Handler will provide friendly, efficient technical support to end users across multiple channels, including phone, chat, and email. This role is responsible for troubleshooting and resolving a wide range of IT issues while delivering a high‑quality customer experience. The ideal candidate is technically curious, service‑oriented, and comfortable managing multiple requests simultaneously in a fast‑paced environment.

• Provide first‑ and second‑level technical support to users via phone, chat, and email
• Diagnose, troubleshoot, and resolve hardware, software, and basic network issues
• Accurately document issues, resolutions, and follow‑up actions in the ticketing system
• Manage and prioritize multiple support requests at once while meeting service expectations
• Escalate complex or unresolved issues as needed while maintaining ownership of the ticket
• Communicate clearly and professionally with users, setting expectations and providing updates

• Strong customer service mindset with excellent verbal and written communication skills
• Technical aptitude with the ability to quickly learn and troubleshoot IT issues
• Proven ability to multitask and work efficiently in a high‑volume support environment
• Fast and accurate typing and strong attention to detail in documentation

• IT helpdesk certifications such as CompTIA A+ and/or Network+

• In‑office position (no remote option)
• Participation in an on‑call rotation as schedul