Technical Support Specialist 1
Birmingham, AL

Assignment Duration: January 1, 2025 – January 1, 2028 (Estimated)
Position Overview:
We are looking for an enthusiastic and customer-focused IT Support Specialist to join our team as a Level 1 HelpDesk professional. In this role, you will serve as the first point of contact for IT-related issues, managing inbound IT incidents and providing timely and efficient support to users. Your responsibilities will include logging incidents into the ticketing system, troubleshooting technical problems, and resolving them remotely when possible, or escalating them to higher levels of support for further resolution.
Key Responsibilities: Act as the primary point of contact for all IT support inquiries, handling incidents through phone, email, and web form submissions. Log all IT support incidents accurately into the ticketing system, ensuring clear documentation of issues, troubleshooting steps, and resolution details. Provide Level 1 support by troubleshooting and resolving basic technical issues, such as hardware, software, and network problems. Escalate complex issues or unresolved incidents to higher-tier support while ensuring the user is kept informed throughout the process. Maintain a user-centric approach, delivering professional and courteous service to all internal or external users. Follow established procedures for ticket handling, ensuring incidents are tracked and resolved efficiently. Contribute to improving the knowledge base by documenting common issues and solutions. Assist with routine system checks and ensure that all IT support tasks are completed in a timely manner. Desired Qualifications: Previous experience in a HelpDesk or IT support role, preferably with 1+ years of hands-on experience in a Level 1 capacity. Strong understanding of computer hardware, software, and common IT systems. Ability to troubleshoot and resolve basic technical issues remotely, with excellent problem-solving skills. Experience working with ticketing systems and IT service management tools. Good communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.

System One, and its subsidiaries including Joulé, ALTA IT Services, TeamPeople, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.