US IT Support Specialist I

We are seeking a customer-focused IT Support Specialist I to join our support team. This role is responsible for providing first-level technical assistance, diagnosing and resolving hardware and software issues, and ensuring timely support through phone and MS Teams. The ideal candidate will deliver excellent customer service while maintaining efficiency in ticket resolution and escalation processes.

Responsibilities:

• Create and maintain an atmosphere of customer service excellence.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Escalate unresolved issues to the next level of support personnel.
• Record events and problems and their resolution in ServiceNow.
• Consistently close tickets within timeframes specified within SLA.
• Responsible for assigning all incoming IT support tickets between 8:00 AM EST and 6:00 PM EST.
• Resolve Level 1 IT support tickets and triage, escalate, and coordinate issues with local on-site technicians, Level 2 IT Support, Infrastructure, Development, and Security teams.
• Assist with carrying the support load for non-site-dependent tickets submitted by Syracuse office staff.

Qualifications:

• Bachelor's Degree in computer science, Information Technology or equivalent
• At least 2 years of relevant experience or have a degree in the IT industry.
• Must have a dynamic personality and be customer focused in thought process and troubleshooting methodologies.
• Outstanding verbal and written communication skills.
• Familiarity with Windows 10 and Microsoft Office 365 (Outlook, Excel, Word, and PowerPoint).
• Be able to work independently and within a team.
• Experience working with Helpdesk ticketing software.
• Amenable to work in a Hybrid set-up
• Willing to work the night shift