IT Technical Support Specialist

HonorVet Technologies is a Service Disable Veteran-Owned IT staffing firm, ISO 9001 and ISO 27001 certified, working with federal agencies, state governments, and Fortune 500 enterprise clients across the US. What makes us different isn''t a tagline; it''s the way we work. We don''t forward resumes and hope for the best. We take the time to understand where a professional like you is headed and only reach out when we genuinely believe there''s a fit worth exploring. 

• The IT Technical Support Specialist works under the supervision of professional information technology staff to provide basic support services and assistance;
• perform routine information systems related tasks in a centralized IT organization.
• The IT Technical Support Specialist will provide support to systems customers and/or to departmental staff for a variety of IT related issues including the identifying, tracking, documenting, researching, and resolving job issues or problem calls, and will follow specific procedures for escalating high priority issues, when required;
• support IT professionals by performing routine systems testing and production work, including validating user manuals, procedures, and other instructional materials;
• will work on medium size office grade printers and high speed commercial printers as needed;
• should be capable of lifting office supplies and equipment of up to twenty pounds;
• assist in the installation, configuration, maintenance and troubleshooting of information technology devices including personal computers, video display terminals, printers, cabling and other hardware.

• The IT Technical Support Specialist will possess knowledge and experience in customer service; decision making; organizational awareness; problem solving; oral communication, speaking and writing; troubleshooting hardware and software issues.

• Strong customer service and communication skills, including the ability to assist users with varying levels of technical proficiency.
• Ability to troubleshoot application, access, authentication, navigation, and workflow issues.
• Ability to accurately document incidents and service requests and provide clear escalation information.
• 3 years experience using ticket management/service desk platforms, Cherwell or ServiceNow or similar
• Ability to explain technical issues in clear, non-technical language to frontline staff.
• Strong organizational skills and ability to manage multiple tickets and priorities simultaneously.
• Ability to recognize recurring issues and contribute to knowledge articles and troubleshooting guides.
• Ability to work collaboratively with project staff, Super Users, and Tier-2/Tier-3 support teams.
• Ability to maintain confidentiality and appropriately handle sensitive information.
• Willingness and ability to work in a high-volume, time-sensitive environment during Go-Live and stabilization.

• Two (2) years of highly specialized clerical experience involved in an information systems environment including the use or installation of desktop software and/or operating high-speed commercial printers.
• Additional Experience Required
• 3 years of Tier-1 service desk, technical support, or enterprise application support experience.
• 3 years experience with incident management, ticket documentation, prioritization, and escalation.
• 3 years experience troubleshooting user access, application errors, browser issues, and system navigation.
• 3 years experience supporting a system implementation or system transition.
• 3 years experience working with distributed users across multiple offices or locations.

• A high school diploma or equivalent.
• Additional Education Required
• Associate degree or higher in Information Technology, Computer Science, Information Systems, Business, or a related field.