IT Technical Support Specialist

Description

We're seeking a Level 1 Helpdesk Support Technician who excels in clear communication, active listening, and customer care. In this role, you'll be the first point of contact for clients, so your ability to explain technical issues in a friendly, professional, and easy-to-understand way is just as important as your troubleshooting skills.

This role is based at our office in Salisbury, MD. Regional travel will be required, and some extended travel may be required as well.

Responsibilities

• Serve as the first line of support for client IT issues via phone, email, and ticketing system.
• Deliver outstanding customer service by communicating clearly, empathetically, and effectively.
• Troubleshoot and resolve basic technical issues related to desktops, laptops, printers, mobile devices, and software.
• Guide users through solutions in a calm and patient manner, regardless of their technical background.
• Escalate more complex issues to senior technicians with detailed documentation.
• Maintain accurate records of support interactions and resolutions.
• Assist with user onboarding / offboarding and basic system setups.

Qualifications