Technical Support Specialist I

About the role

We are seeking an entry‑level Technical Support Specialist I to provide frontline assistance for desktop hardware, software and related systems within a government environment. The role involves basic troubleshooting, setup, and user training while building foundational technical knowledge and customer‑service skills.

Key responsibilities

• Respond to Help Desk tickets, document troubleshooting steps, and communicate resolutions professionally.
• Provide end‑user support for standard applications such as email, file storage, and office productivity tools.
• Install, configure, and deploy desktops, laptops, printers, and standard software using established imaging procedures.
• Diagnose and resolve routine issues including password resets, network connectivity problems, software errors, and peripheral malfunctions.
• Assist with onboarding by setting up workstations, configuring user accounts, and delivering system orientation.
• Escalate complex issues to higher‑level technical staff with clear documentation.
• Maintain confidentiality and adhere to IT security standards and agency policies.

Required profile

• Effective and professional communication with end users, technical staff, vendors, and management.
• Strong documentation habits for service requests, actions taken, and resolutions.
• Customer‑service orientation with dependability, accountability, and a positive attitude.
• Ability to work under general supervision and follow guidance for complex problems.
• Commitment to learning new technologies and supporting a collaborative work environment.

Required skills

• Desktop hardware troubleshooting
• Software troubleshooting
• Password reset procedures
• Network connectivity troubleshooting
• Peripheral device troubleshooting
• Computer imaging and deployment
• Installation and configuration of desktops, laptops, and printers
• Support for office productivity tools (e.g., email, file storage)