Endeavor IT - IT Support Specialist - level 1

Company Information:

Endeavor IT is a leading IT services consulting firm that specializes in the delivery of technology throughout the United States. For over thirty years, our focus has been to provide industry-wide technology solutions to address client needs and help organizations understand how to utilize that technology to be successful. We partner with the top industries to bring clients the most competitive pricing and products available. Whether you are looking for network support, cabling, personal devices, mobility, security, backup, cloud or fundamental training, our IT professionals are ready to serve.

General Summary:

The IT Support Specialist serves as the first point of contact for incoming IT service requests, combining strong customer service skills with technical expertise to triage, resolve, and/or escalate issues. This role ensures timely communication with clients, efficient dispatching of tickets, and resolution of Level 1 technical issues. The ideal candidate has experience in customer service and IT support, excelling at both client-facing communication and problem-solving in a fast-paced environment.

Essential Job Functions:

• Receive, assess, and process incoming IT service requests via phone, email, and web portal.
• Perform initial investigation, troubleshooting, and ticket categorization.
• Dispatch or escalate tickets to appropriate technical resources when necessary.
• Maintain clear, timely communication with customers throughout the support process.
• Manage ticket queues proactively, ensuring service level expectations are met.
• Schedule onsite or remote appointments with customers as needed.
• Follow up on tickets awaiting customer response, scheduling, or additional input.
• Maintain CRM accuracy by adding/updating client contacts, assets, and configurations.

Technical Support (Level 1)

• Provide first-level technical assistance with computer hardware, software, and peripheral devices.
• Troubleshoot and resolve common technical issues remotely.
• Guide clients through step-by-step solutions using non-technical language.
• Document troubleshooting steps, resolutions, and escalation notes in the ticketing system.
• Recommend hardware/software improvements and escalate recurring issues for further review.
• Develop and maintain checklists and support documentation as needed.

Other Responsibilities

• Assist with product shipping/receiving and basic office supply ordering when required.
• Collaborate with internal teams and external vendors to achieve issue resolution.
• Perform any additional duties assigned by management.

Knowledge, Skills, and Abilities:

• Proven customer service experience with strong communication and active listening skills.
• Ability to triage, prioritize, and multitask effectively in a fast-paced environment.
• Familiarity with CRM/ticketing systems and IT support practices.
• Strong troubleshooting and problem-solving skills.
• Ability to translate technical concepts into clear, user-friendly language.
• Team-oriented mindset with the ability to work independently.
• Excellent organizational skills and attention to detail.

Education and Experience:

• High School diploma or equivalent required.
• Minimum 1–3 years of IT support or technical customer service experience preferred.
• Certifications such as MS-900, AZ-900, or similar entry-level IT credentials are a plus.

Benefits we offer!

• 401k with 100% match up to 6% employee contribution
• Medical
• Dental
• Vision
• Employer Paid - Life Insurance - 3x your salary
• Employer Paid - Long-term Disability
• Employer Paid - Short-term Disability
• Employer Paid - Access to financial planning services
• EAP
• Holidays
• PTO

Compensation:

Salary: 43,000-53,000