What are the responsibilities and job description for the Technical Support Specialist (Level 1) position at UpRecruit?
Why You'll Love Working Here
The Tech Support Specialist (Level 1) is the primary technical resource for the on-site support teams. In this role, you will be responsible for managing and resolving service desk tickets, ensuring that both customer-facing and internal documentation is accurate and complete. You will collaborate closely with fellow technicians to address customer issues promptly and efficiently, keeping all parties fully informed through both verbal and written communication. Additionally, you'll have opportunities to grow and develop technically through ongoing informal and certification-based training, enabling the IT team to provide cutting-edge technology solutions.
Essential Functions:
Technical Support:
- Employee-Owned: Gain a stake in the company's success
- Comprehensive Benefits: 100% coverage for employees and dependents
- Hybrid Work Model: 5 days in-office for the first 60 days, then hybrid with 2 days in office
- Financial Incentives: 401K, annual bonus opportunities, and stock/profit-sharing after the first month
- Flexible Working Hours: Choose your schedule (7-4, 8-5, 9-6) with no on-call shifts
- Growth Opportunities: Be part of a rapidly expanding company doubling its revenue in the next three years
The Tech Support Specialist (Level 1) is the primary technical resource for the on-site support teams. In this role, you will be responsible for managing and resolving service desk tickets, ensuring that both customer-facing and internal documentation is accurate and complete. You will collaborate closely with fellow technicians to address customer issues promptly and efficiently, keeping all parties fully informed through both verbal and written communication. Additionally, you'll have opportunities to grow and develop technically through ongoing informal and certification-based training, enabling the IT team to provide cutting-edge technology solutions.
Essential Functions:
Technical Support:
- Monitor support queues and collaborate with IT support teams to prioritize and resolve open tickets
- Assist in diagnosing and resolving technical issues related to hardware, software, and mobile devices
- Research and resolve technical issues, escalating to senior and partner resources when necessary
- Support queue monitoring and hygiene based on ticket volume and staffing needs
- Develop knowledge base articles for common or high-impact issues and their resolutions
- Proactively identify opportunities to improve user-facing technology
- Ensure all technical details are thoroughly documented in each support ticket
- Monitor and maintain IT facilities at assigned sites, including conference rooms and common-area printers
- Manage IT inventory at assigned sites and coordinate restock orders with IT Management
- Minimum of 1-2 years of experience in a service desk environment or similar role
- A degree in a related field is preferred
- CompTIA A and/or Network certification preferred
- Microsoft MCSA: Windows 10/11 certification preferred
- Effective communicator among IT and organizational staff
- Recognizes potential issues and recommends proactive solutions
- Basic experience with process improvement initiatives
- Demonstrated initiative in resolving complex technical issues
- Champions troubleshooting processes
- Proficiency in documenting request details, statuses, and resolutions, and creating Knowledge Base Articles (KBAs)
- Experience in deploying end-user devices
- Concise and Direct Communicator: Ability to provide clear, concise, and direct communication
- Proactive and Eager to Learn: A go-getter attitude with a passion for learning and solving problems
- Startup Mentality: Thrives in a dynamic, fast-paced environment
- Independent Worker: Particularly important for candidates in the Grapevine/Dallas area who are expected to work independently
