Tier 1 Support Specialist (JDR - 09092025 - FTTSS)

About the position

Position: Tier 1 Support Specialist Number of hours: 40 hours/week Schedule: TBA Position Summary: We are seeking a Tier 1 Support Specialist to serve as the first point of contact for users experiencing technical issues with our MAPS and MTD solutions. This role plays a critical part in ensuring a seamless user experience by providing prompt, courteous, and effective support. The ideal candidate is a proactive problem-solver with strong communication skills and a foundational understanding of computer systems and applications. Key Responsibilities: Front-Line Support Respond to support inquiries via email and/or helpdesk ticketing system in a timely, professional manner. Accurately log all interactions and resolutions in the helpdesk system. Gather and document relevant details to understand and assess user issues. Troubleshooting & Resolution Perform basic technical diagnostics for issues such as password resets, connectivity problems, and user access. Guide users through step-by-step solutions and provide clear instructions. Escalate complex issues to Tier 2 support or relevant teams with complete documentation. Customer Service Excellence Provide an exceptional user support experience with empathy, patience, and professionalism. Communicate technical concepts clearly to non-technical users. Follow up with users to confirm resolution and satisfaction. Documentation & Knowledge Sharing Contribute to and update internal knowledge base with frequently encountered issues and solutions. Identify patterns in user-reported problems and suggest process improvements or training needs. Requirements: Bachelor’s degree in Computer Science, Information Technology, or related field (preferred, not required). 14 years of experience in a technical support, helpdesk, or customer service role. Familiarity with Windows and/or macOS operating systems. Knowledge of mobile platforms (iOS, Android). Basic networking concepts (e.g., TCP/IP, DNS, Wi-Fi). Proficiency in Microsoft Office Suite (Word, Excel, Outlook). Experience using help desk ticketing systems (e.g., Zendesk, ServiceNow) preferred. Exposure to mobile applications or mobile app development is a plus. Understanding of common software applications and hardware components. Excellent verbal and written communication. Strong problem-solving and active listening abilities. Customer-first mindset with a high degree of empathy and patience. Team-oriented with the ability to work independently. Effective time management and multitasking in a fast-paced environment.