Internal Technical Support Specialist

Brief Description

The Technical Support Specialist provides first-level technical support to employees across the organization. This role is responsible for troubleshooting hardware, software, network, and telecommunications issues while delivering exceptional customer service. The Technical Support Specialist serves as the first point of contact for IT-related requests, ensuring timely resolution of incidents, and proper escalation, while maintaining accurate documentation and contributing to a reliable and secure technology environment.

Kidwell Core Values

The Technical Support Specialist provides first-level technical support to employees across the organization. This role is responsible for troubleshooting hardware, software, network, and telecommunications issues while delivering exceptional customer service. The Technical Support Specialist serves as the first point of contact for IT-related requests, ensuring timely resolution of incidents, and proper escalation, while maintaining accurate documentation and contributing to a reliable and secure technology environment.

Kidwell Core Values

At Kidwell, our core values make us who we are and show in everything we do; Led by passion, we believe our everyday jobs contribute to something bigger than ourselves. We pride ourselves in our creativity, but also in the effective solutions we create that bring value to our customers. Our employees act like owners, who take initiatives to lead and are treated like family. We are relentless and see work ethic and accountability as the baseline in the pursuit of excellence.

What You’ll Do-

• Provide Tier 1 technical support to employees via phone, email, chat, SMS, and in person.
• Troubleshoot and resolve hardware, software, operating system, network, and telecommunications issues.
• Respond to incidents and service requests in accordance with established IT service expectations.
• Document all incidents, requests, troubleshooting steps, and resolutions within the IT service management system.
• Configure, deploy, and support desktops, laptops, mobile devices, iPads, printers, and peripherals.
• Create, modify, and disable user accounts and permissions in Active Directory, Microsoft 365, and other business systems.
• Install, configure, and maintain approved software applications.
• Assist with employee onboarding/orientation and offboarding.
• Monitor system alerts and escalate issues requiring next level technical support.
• Participate in workstation deployments, software upgrades, system maintenance, and other IT initiatives.
• Maintain accurate inventory records for IT hardware and software assets.
• Follow established IT policies, security standards, and change management procedures.
• Provide clear communication and outstanding customer service to employees at all levels of the organization.

Required Qualifications

• 1–3 years of IT support or help desk experience.
• Working knowledge of:
• Windows 11
• Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, InTune)
• Active Directory and user account management
• Basic networking concepts (TCP/IP, DNS, DHCP)
• macOS/iOS
• Experience with ticketing or IT service management systems.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to prioritize multiple tasks while maintaining attention to detail.

Preferred Qualifications

• Associate's degree in Information Technology or related field, or equivalent work experience.
• Experience supporting Windows Server environments.
• Familiarity with virtualization technologies such as Hyper-V or VMware.
• Experience supporting VoIP or unified communications systems.
• Industry certifications such as CompTIA A+, Network+, Microsoft, or equivalent.

Key Competencies

• Customer service orientation
• Technical troubleshooting
• Time management and organization
• Communication skills
• Teamwork and collaboration
• Adaptability and continuous learning
• Documentation and attention to detail

Work Environment

Office-based environment with travel between company locations as needed.

May participate in an on-call rotation or provide after-hours support during planned maintenance or critical incidents.