The Tier 1 Support Specialist provides first-level technical support to Trivium Life Services' (Trivium) staff across all locations. This role is responsible for assisting with basic IT incidents and service requests, escalating complex issues to higher-tier support or contracted Managed Services Providers (MSPs). Under general supervision by the IT Manager, the Tier 1 Support Specialist ensures timely, courteous, and effective resolution of user issues and supports the smooth daily operations of the organization's technology systems.

This role includes performing user onboarding/offboarding tasks, assisting with equipment deployment, supporting end-user software and hardware troubleshooting, and maintaining documentation of support processes. The Support Specialist will collaborate closely with internal IT staff and MSPs to ensure consistent service delivery across all regions.

The Tier 1 Support Specialist is expected to stay up to date with emerging technologies, security awareness practices, and organizational systems.

This position reports directly to the IT Manager and may occasionally support members of the Senior Leadership Team.

Essential Duties

This position includes, but is not limited to, the following essential functions:

End-User Support

• Responds to Level 1 support requests via phone, email, or ticketing system and provides timely resolution or appropriate escalation.
• Provides basic troubleshooting for desktops, laptops, printers, phones, mobile devices, and other endpoint equipment.
• Provides basic troubleshooting for in-home network issues and contact the appropriate Internet Service Provider when necessary.
• Assists users with common applications such as Microsoft Office, Microsoft Teams, Outlook, and file access.
• Maintains a courteous and professional demeanor while assisting staff at all technical skill levels.

New Hire Onboarding and Access Management

• Coordinates with MSPs to provision network, email, phone, and application access for new hires.
• Sets up and deploys equipment to new users, including laptops, monitors, and peripherals.
• Supports offboarding tasks including retrieval of equipment and access termination.

Ticketing and Documentation

• Enters and manages service tickets through the IT ticketing system.
• Documents troubleshooting steps, resolutions, and FAQs to enhance the knowledge base.
• Maintains clear records of user issues, asset assignments, and recurring problems.

Hardware and Software Support

• Supports installation and basic configuration of authorized software applications.
• Assists with patch management and antivirus compliance checks as directed.
• Help maintain hardware inventories and ensures assets are appropriately tagged and tracked.

Internal System Support

• Monitors shared inboxes and responds to basic IT-related inquiries.
• Assists with group policies, shared folders, printers, and user permissions under direction from higher-tier support or MSPs.
• Provides guidance to users on best practices for IT security and acceptable use.

General IT Support

• Travels to regional sites to deploy equipment or provide on-site support as needed.
• Participates in on-call rotation for after-hours support.
• Fosters strong relationships with MSPs and acts as an internal liaison for support issues.

Required Knowledge, Skills, and Abilities (KSAs)

To perform the Tier 1 Support Specialist job successfully, the individual must be able to perform each essential responsibility satisfactorily.

• This position requires the following minimum qualifications to be met:
• High school diploma or equivalent. Preference will be given to candidates with an associate degree in a related field.
• The Tier 1 Support Specialist should be experienced with Microsoft products. Must have a strong familiarity with PC hardware, software, and peripherals in a Windows environment.
• Individual must be a self-starter who can work well with all levels of the TRIVIUM team.  Must possess strong analytical, interpersonal, communication, coaching skills, and work with minimal supervision in a team environment.
• Evidence of the practice of a high level of confidentiality.
• Must have a driving record that is acceptable to Trivium Life Services' auto insurance company.
• Reasonable accommodations may be made to enable individuals to perform the essential functions of the position.

Preferred Knowledge, Skills, and Abilities (KSAs)

• Builds and develops internal and external relationships. creates partnerships, builds trust, share ideas, and accomplishes work.
• Embrace change and set goals that align with the company's vision.
• Encourages and inspires others through positivity, vision, confidence, challenges, and recognition.
• Able to gather and evaluate information that leads to smart decisions.
• Provide clear communication and share information regularly and concisely.
• Hold themselves accountable for their performance.

Required Physical Demands and Working Conditions

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Tier 1 Support Specialist job. Reasonable accommodation can be made to enable people with disabilities to perform the essential functions described in the Tier 1 Support Specialist job. While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. 

The employee is required to stand, walk, reach with arms and hands; perform significant lifting, carrying, pushing, and/or pulling; and occasionally required to climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. The employee must be able to travel between sites periodically; and occasionally attend seminars/trainings or meetings which may require overnight stay.

Working conditions are normal for an office environment. The noise level in the work environment is usually quiet to moderate. Work requires occasional weekend and/or evening work and the ability to remain on-call and available to provide management support in the event of emergencies.