Summary of Position: The Help Desk Support Specialist 1 position will require knowledge in basic computer troubleshooting as well as customer service principles to facilitate supporting CTC staff.

Essential duties include, but are not limited to:

• Respond to any level 1 IT support requests in a timely manner after being assigned.


• Enter requests for support into the ticketing system accurately and according to established processes.


• Monitor technical support web portal for new tickets assigned to level 1 support.


• Setting up desktop computers, laptops, and mobile devices.


• Coordinate deployment of IT equipment as needed.


• Resolve account unlock requests.


• Create new user accounts.


• Assist with keeping IT inventory current.


• Assign and route tickets to appropriate teams and establish priority according to established standards.


• Support VoIP phone system user phones.


• Provide appropriate remote first level support for end users according to existing IT department policies.


• Other duties as assigned.