Technical Support Specialist I

Education LevelHigh School## Description**Technical Role Summary**This role provides frontline and technical support for PBS infrastructure, end-user computing, and business applications. The IT Support / Application Support Specialist is responsible for independently resolving a high percentage of incidents while strictly following documented procedures, security controls, and escalation paths. The role serves as the technical intake point between users and Tier 2/3 teams, ensuring issues are accurately diagnosed, reproducible, and fully documented prior to escalation.---**Core Technical Responsibilities*** Serve as primary intake for IT incidents and service requests via phone, email, and ticketing system* Perform structured troubleshooting using documented workflows and root-cause isolation techniques* Resolve Windows OS issues including profile corruption, OS configuration, patching, and driver-related problems* Support endpoint hardware (desktops, laptops, printers, scanners, peripherals) including break/fix replacement* Administer Active Directory objects (users, groups) following least-privilege standards* Create, modify, disable, and audit Microsoft 365 user accounts, mailboxes, licenses, and group memberships* Troubleshoot Microsoft 365 services (Outlook connectivity, Teams issues, OneDrive sync, SharePoint access)* Perform basic network diagnostics (IP configuration, DNS resolution, gateway reachability, latency symptoms)* Use RDP and approved remote support tools for endpoint and application troubleshooting* Deploy and image workstations using standard build procedures and deployment tools* Install, update, and license approved software packages* Maintain accurate CMDB/asset records and ticket documentation* Identify recurring incidents and potential systemic issues and escalate with supporting evidence* Execute limited, predefined SQL tasks (read-only queries or controlled updates) in approved environments only---**Imagine Application Support Responsibilities*** Serve as initial technical contact for Imagine application incidents and service requests* Differentiate between user workflow errors, configuration/data issues, and system-level problems* Apply documented fixes and known workarounds for common Imagine issues* Collect detailed diagnostics (logs, screenshots, timestamps, reproduction steps, user context)* Escalate to Tier 2/3 internal teams or vendor support per established escalation procedures* Track escalations and communicate status updates to stakeholders## Qualifications**Required Technical Experience*** 5+ years of hands-on IT support or application support experience* Advanced Windows OS administration and troubleshooting skills* Strong experience with Active Directory and access management* Enterprise Microsoft 365 administration and support experience* Experience working in structured, ticket-driven support environments* Strong understanding of escalation thresholds and operational boundaries---**Preferred Technical Skills*** Experience supporting small to mid-sized enterprise networks* Working knowledge of TCP/IP, DNS, DHCP, and client-server architecture* Read-only or controlled SQL experience* Familiarity with ITIL incident and problem management practices* A+, Microsoft, or equivalent technical certifications
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