At CFS, the IT Support Specialist serves as the frontline contact for internal staff seeking help with hardware, software, network access, security, printers, conference room technology, and general application support. The role emphasizes diagnosing issues, resolving where possible, and escalating when necessary, with thorough logging to support daily IT operations alongside the technology team.
Responsibilities
- Serve as the initial point of contact across phone, email, chat, walk-in, and other channels for technical support inquiries.
- Log, track, summarize, and close tickets in the ticketing system following established workflows.
- Monitor daily incident queues and follow up on outstanding items to ensure timely resolution.
- Document solutions and contribute to improvements in the internal knowledge base.
- Provide prompt, courteous, and professional assistance to end users.
- Utilize remote management tools for patching, scripting, and troubleshooting.
- Travel to additional office locations as needed to deliver on-site support.
- Assist in onboarding and training new support team members and educate staff on the ticketing system.
- Collaborate with IT team members on projects, upgrades, and ongoing operational initiatives.
Requirements
- Technical support background paired with customer service experience.
- Experience in a professional services or legal environment.
- Experience collaborating within a small IT department.
- Proficiency with Windows operating systems.
- Proficiency with Google Chrome and Microsoft Edge browsers.
- Proficiency with the Microsoft Office Suite.
- Solid understanding of computer hardware.
- Knowledge of printers, webcams, and keyboards.
- Ability to configure and troubleshoot basic technical settings such as sound, video, and display.
- Strong communication skills and professionalism.
- Attention to detail and the ability to prioritize effectively.
- A desire to continually learn and grow in a technical support role.
Technologies
- Windows operating systems
- Google Chrome
- Microsoft Edge
- Microsoft Office Suite
Benefits
- Comprehensive health coverage
- 401(k) with employer match
- PTO
- Additional employee benefits
About the Role
The IT Support Specialist serves as the primary point of contact for internal employees seeking assistance with hardware, software, network access, security, printers, conference room technology, and general application support. Requests may be received via phone, email, chat, walk-ins, or the support portal, and all interactions should be logged and tracked. The specialist diagnoses and resolves issues when possible, or escalates them as appropriate, contributing to smooth daily IT operations in coordination with the broader technology team.
