IT Support Specialist

Work Arrangement

On-Site

Position Overview

The IT Support Specialist serves as the first point of contact for technical support, providing Tier 1 assistance to UniGroup employees, agents, and drivers. This role combines customer service, technical troubleshooting, and problem-solving to resolve everyday technology issues while delivering a positive support experience.

In this position, you'll assist users with hardware, software, account access, and application-related questions through phone, chat, and ticketing systems. You'll document support interactions, escalate complex issues when needed, and help ensure users have the tools and resources they need to work effectively.

This role offers an excellent opportunity to build a foundation in IT support while gaining exposure to a wide variety of business applications and technologies.

What You'll Do

• Respond to technical support requests through phone, live chat, and the IT service management system
• Troubleshoot common hardware, software, connectivity, and account-related issues
• Reset passwords, manage user access, and assist with authentication and login issues
• Provide guidance and support for company applications and technology tools
• Document issues, resolutions, and escalations within the service management system
• Escalate complex or recurring technical issues to higher-level support teams when appropriate
• Track escalated requests and follow up to ensure timely resolution
• Participate in testing new applications, system updates, and technology enhancements
• Maintain current knowledge of company technologies, systems, and application updates through ongoing learning
• Support departmental initiatives and perform additional responsibilities as assigned

What We're Looking For

Required Qualifications

• High school diploma or equivalent
• 1–2 years of related experience in IT support, help desk, customer service, or a similar technical support role
• Strong troublesho...