IT Support Specialist

6 days ago


Raleigh, North Carolina, United States Pendo Full time
About the Role

We are seeking a highly motivated and detail-oriented IT Support Specialist who is passionate about delivering exceptional customer service and thrives in a fast-paced environment.

Key Responsibilities
  • Customer Advocate: Identify common issues, work with the business to eliminate future occurrences, and proactively educate customers with helpful hints or business-based best practices.
  • Technical Support: Deliver primary technical support to employees through various interactions.
  • Global Support: Partner with IT colleagues to support our global locations.
  • Customer Service: Ensure the highest levels of customer service in a collaborative environment while helping people resolve issues and problems.
  • Security and Efficiency: Maintain a balanced focus on security and efficiency, keeping company values at the forefront of all decisions.
  • Documentation: Accurately log/document all Service Desk issues and work efforts using our service management solution.
  • Asset Management: Follow internal asset and inventory management processes for both hardware and software.
  • Collaboration: Collaborate on corporate-wide initiatives and team projects.
  • Problem-Solving: Identify and research routine technical problems of varying complexity and follow through to resolution.
What We're Looking For
  • Problem-Solving Skills: You have a passion for helping people solve problems.
  • Customer Service Experience: You excel in a fast-paced customer service environment, particularly within a technical organization.
  • Technical Skills: You enjoy supporting and troubleshooting issues on macOS and/or Windows platforms.
  • Communication Skills: You are comfortable using cloud-based communication tools like Slack, Gmail, and Zoom to collaborate with others.
  • Service Desk Enthusiasm: You are enthusiastic about creating a Service Desk that people LOVE.
Preferred Qualifications
  • Technical Support Experience: 1+ years experience in a technical support environment.
  • Platform Familiarity: Familiarity with Mac OS and Windows OS platforms.
  • Software Familiarity: Familiarity with Google suite of applications (Sheets/Docs/Gmail/etc.).
  • Communication Skills: Strong communication and interpersonal skills.
  • Multitasking: Ability to multitask and prioritize effectively.
  • Collaboration: Ability to work both independently and collaboratively.


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