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Tier 1 IT - Customer Support Specialist

LevertestFlorida🇺🇸United States

Quick overview

SeniorityMid Senior
Work modeRemote
LocationFlorida, United States
CSATDNSHelp DeskServiceNowTicketing SystemsZendeskJira

Job description

Overview
We are seeking a Tier 1 IT Customer Support Specialist to serve as the first point of contact for users experiencing technical issues. This role is responsible for providing timely, effective support, troubleshooting basic technical problems, and ensuring a high-quality customer experience.
Key Responsibilities
Serve as the first line of support for incoming IT requests via phone, email, chat, or ticketing system
Troubleshoot and resolve basic technical issues related to hardware, software, network connectivity, and user access
Log, categorize, and track support tickets, ensuring accurate documentation of issues and resolutions
Escalate complex or unresolved issues to Tier 2 or specialized teams as needed
Assist users with password resets, account setup, and access management
Provide guidance on standard systems, tools, and best practices
Follow up with users to ensure issues are fully resolved and satisfaction is achieved
Maintain knowledge base articles and contribute to documentation improvements
Required Qualifications
0–2 years of experience in IT support, help desk, or customer service role
Basic understanding of computer systems, operating systems (Windows/Mac), and common software applications
Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management) is a plus
Strong problem-solving and troubleshooting skills
Excellent communication and customer service skills
Ability to prioritize tasks and manage time effectively in a fast-paced environment
Preferred Qualifications
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
Basic knowledge of networking concepts (DNS, VPN, Wi-Fi troubleshooting)
Experience supporting SaaS applications or enterprise tools
Key Competencies
Customer-focused mindset
Attention to detail
Ability to learn quickly and adapt to new technologies
Team collaboration and willingness to escalate when appropriate
Success Metrics
Ticket resolution time (SLA adherence)
First contact resolution rate
Customer satisfaction (CSAT) scores
Ticket documentation quality

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