What are the responsibilities and job description for the IT Customer Support Specialist 1 position at Jones?
JOB SUMMARY
We are seeking a dedicated IT Customer Support Specialist to join our team. The ideal candidate will provide technical assistance to our internal customers, helping them to resolve issues related to computer systems, software, and hardware. The IT Customer Support Specialist will deliver outstanding customer service, ensuring high levels of customer satisfaction and loyalty.
DUTIES & RESPONSIBILITIES
Technical Support: Respond to customer inquiries via phone, email, or chat. Assist in troubleshooting basic technical issues and guide customers through simple, step-by-step solutions.
Issue Escalation: Identify when an issue requires escalation to Tier 2 or other IT teams for further investigation.
Documentation: Maintain records of customer interactions, including issue descriptions and basic troubleshooting steps. Update the internal knowledge base as new common issues arise.
Software and Hardware Support: Provide support for software installations, configurations, and basic hardware setup (e.g., printers, peripherals, and workstation setups).
Customer Guidance: Assist customers with simple, frequently asked questions regarding software or hardware and refer them to self-help resources when applicable.
Basic System Monitoring: Monitor system alerts and escalate any concerns about system performance to senior staff.
QUALIFICATIONS
High school diploma or equivalent; an associate’s degree or technical certifications in IT are a plus.
2-5 years of experience in IT support roles
A strong desire to learn and grow in a technical support role.
Good communication skills, with the ability to explain simple technical concepts to non-technical users.
Strong work ethic and adherence to Jones’ Core Values.
Technical Skills
Basic knowledge of Windows and/or Mac operating systems, Microsoft 365, and common software applications.
Familiarity with basic networking concepts (e.g., Wi-Fi setup, router troubleshooting).
PREFERRED KNOWLEDGE/SKILLS
Basic familiarity with IT Service Management tools or ticketing systems.
Knowledge of remote troubleshooting tools.
Key Competencies
Strong attention to detail and willingness to learn.
Good communication and interpersonal skills.
Ability to follow standard procedures and prioritize tasks.
A team player with a positive attitude.
LOCATION
Hattiesburg, Mississippi
