Technical Support Specialist- Tier 1

Job Title: Technical Support Specialist- Tier 1

Status: Full-time, On-site

Department: Technology

Position Summary

The Tier 1 Technical Support Specialist provides front-line assistance to customers and internal users experiencing technical or application-related issues. This role is responsible for answering incoming calls, documenting reported problems, resolving common issues, and escalating more complex concerns to the appropriate team.

We are seeking a detail-oriented, adaptable, and customer-focused Technical Support Specialist to join our growing IT team. In this role, the ideal candidate will serve as the primary point of contact for resolving hardware, software, network, and system-related issues for internal employees or external clients. The ideal team member demonstrates strong technical learning agility, with a proactive drive and willingness to learn new software applications, programming languages, and internal tools as operational needs evolve.

Must be authorized to work in the U.S. (no visa sponsorship available)

Available Shifts

Early shift: 6:00 a.m.–3:00 p.m.

Late shift: 9:00 a.m.–6:00 p.m.

Saturday shift: 4 hours TBD (rotational/alternating with other staff)

Key Responsibilities

· Serve as the primary point of contact for internal employees seeking technical and application support via phone, ticketing portal, email, or chat.

· Perform immediate triage, classification, prioritization, and assignment of incoming tickets based on severity, urgency, and business impact.

· Strictly verify end-user identity and authorization before disclosing sensitive account details or granting system access.

· Diagnose and resolve routine Tier 1 incidents on first contact, including password/MFA resets, software deployment, peripheral setup, print queue errors, and basic connectivity issues.

· Isolate and resolve common user issues involving system navigation, browser compatibility, application features, access privileges, and data discrepancies.

· Cleanly escalate unresolved, complex, or high-urgency incidents to Tier 2, Engineering, Product, or Operations teams—providing detailed steps taken, business impact, and supporting logs.

· Monitor assigned tickets end-to-end, providing end users with timely, transparent updates to manage expectations through full resolution.

· Promptly identify and report potential system outages, recurring bugs, security threats, or compliance risks to technical leadership.

· Accurately document every customer interaction, diagnostic step, workaround, and final resolution within the support ticketing system.

· Adhere to established knowledge-based articles and SOPs while actively contributing solutions and updates for newly discovered or recurring issues.

· Participate in structured shift-handoff briefings to ensure seamless continuity for active priority incidents across support coverage windows.

· Data Security & Adherence: Safeguard confidential customer, financial, and proprietary enterprise data at all times while performing other support duties as assigned.

Minimum Qualifications

· One or more years of experience in customer service, call-center, helpdesk, or technical support role within a technology-driven environment.

· Basic understanding of user account management, password resets, and Multi-Factor Authentication (MFA) tools (e.g., Active Directory, Microsoft Entra ID).

· Ability to troubleshoot basic hardware peripherals (monitors, docks, printers, headsets) and basic network connectivity issues (Wi-Fi, VPN, home/office routers).

· Prior experience using an IT service management or ticketing system.

· Strong verbal and written skills, with a proven ability to translate complex technical concepts into clear, accessible language for non-technical users.

· Practical experience navigating helpdesk software, CRM systems, and enterprise customer support tools to manage and track user inquiries.

· Strong time-management skills to prioritize competing requests and swiftly recognize high-impact issues that require immediate escalation.

· Dependability & Schedule Flexibility: Reliable attendance with the flexibility to work assigned shift patterns, including early or late coverage schedules.

Preferred Qualifications

· Experience supporting financial services, loan servicing, payment, or other regulated applications.

· Familiarity with incident management, escalation procedures, and service-level agreements.

· Experience utilizing ITSM/ticketing tools (e.g., Jira, ServiceNow, Zendesk, Freshdesk).

· Experience supporting users in environments involving sensitive personal or financial information.

· Familiarity with multifactor authentication, role-based access, browser troubleshooting, and basic application testing.

· Understanding of database concepts

What We Offer

• 100% Employer Paid Medical for Employee AND Whole Family Includes the Mayo Clinic

• 401k/Roth Plan 4% Match with Immediate Vesting

• Dental Insurance

• Vision Insurance

• Company Paid Term Life Insurance

• Company Paid Short-and Long-Term Disability Insurance

• Voluntary Pet Discount Plan

• Fully Subsidized LifeTime Gym Membership*

• Student Loan Repayment

• Tuition Reimbursement

• Catered Friday Lunches

• Stocked Kitchens

• Opportunity to Work at a Fast-Growing Company

• And More!