IT Help Desk Support Specialist / Tier 1 Technician Job at Sligo Software Solutions, Rock Springs, WY

  • Sligo Software Solutions
  • Rock Springs, WY

Job Description

Position Overview

The IT Help Desk Support Specialist will provide first-level technical support to students, faculty, and staff through phone, email, chat, and web-based support channels. The role will resolve common technical issues, document all interactions, and escalate incidents that require additional technical expertise.

Key Responsibilities

  • Receive, log, categorize, and prioritize support requests.
  • Troubleshoot account access, password, connectivity, application, and common software issues.
  • Provide basic support for Microsoft 365, Canvas, and other applications within the agreed service scope.
  • Assist users with network access and routine technical questions.
  • Provide remote troubleshooting and user guidance.
  • Maintain accurate ticket notes, resolution details, and follow-up records.
  • Escalate unresolved or high-impact incidents according to established procedures.
  • Follow security, identity verification, privacy, and data handling procedures.
  • Meet assigned response-time, documentation, and customer service standards.
  • Support evening, weekend, holiday, and other scheduled coverage requirements.

Preferred Qualifications

  • Relevant experience in IT support, technical troubleshooting, or customer service.
  • Familiarity with Windows environments, Microsoft 365, user account management, and ticketing systems.
  • Strong written and verbal communication skills.
  • Ability to document technical issues clearly and follow established procedures.
  • CompTIA A+, Microsoft certifications, or equivalent technical training is desirable.

Key Deliverables

  • Accurate and complete support tickets.
  • Timely first-level troubleshooting and escalation.
  • Documented incident resolutions.
  • Contribution to knowledge base articles and service desk metrics.

Job Tags

Remote work, Weekend work, Afternoon shift

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