IT Support Specialist | Incident Management, Remote Support & Enterprise HardwareSoftware Support

Job Summary
Synechron is seeking a dedicated IT Service Desk Level 1 Support Engineer to support our companys IT operations. This role focuses on incident logging troubleshooting and supporting end-user issues across hardware software and service platforms. The ideal candidate will have foundational IT support skills strong communication abilities and a customer-centric mindset to deliver efficient solutions while collaborating within a fast-paced environment supporting enterprise IT infrastructure.

Software Requirements

Required Software Proficiency:

• Service Desk Ticketing Tools (e.g. JIRA Service Desk ServiceNow support module) for logging tracking and managing incidents and service requests

• Office productivity tools: Microsoft Office Suite (Word Excel PowerPoint) standard in documenting issues and solutions

• Remote access tools: VPN Remote Desktop Protocols (RDP) or similar for supporting remote users (preferred)

• Email clients and communication tools supporting user requests and internal communication

Preferred Software Skills:

• Asset management or configuration management tools supporting hardware and software tracking

• Supporting scripting or automation: PowerShell (basic) for automating routine admin tasks

Overall Responsibilities

• Provide first-level technical support to end-users across hardware software and network issues

• Log and prioritize support tickets with accuracy and detail following organizational standards

• Troubleshoot common endpoint software and network connectivity issues supported by company standards

• Support onboarding and offboarding processes for hardware and software access

• Support remote user requests including VPN email and desktop support activities

• Follow standard operating procedures to resolve issues efficiently and effectively

• Escalate complex incidents to Tier 2 or Tier 3 support teams while providing detailed documentation

• Maintain regular communication with users stakeholders and support teams regarding incident status and resolution timelines

• Support hardware inventory updates access provisioning and basic system administration activities

Technical Skills (By Category)

• Support Tools & Ticketing Systems (Essential):

  • JIRA Service Desk ServiceNow (support modules) for incident and request tracking

  • Knowledge of ticket management categorization and service prioritization methods

• Remote Support & Access:

  • VPN RDP remote management tools supporting remote troubleshooting (preferred)

• Hardware & Software Support:

  • Basic understanding of Windows OS email clients and common enterprise applications

• Scripting & Automation Support (Preferred):

  • PowerShell for automating routine administrative tasks (basic knowledge)

• Networking & Connectivity:

  • General understanding of network connectivity Wi-Fi LAN WANS support supporting remote access issues

Experience Requirements

• 2 to 5 years of experience supporting enterprise IT environments or IT service desks

• Basic understanding of hardware operating systems and enterprise applications support

• Experience in troubleshooting endpoint connectivity and software issues supporting business users

• Experience supporting remote mobile or distributed users preferred

• Alternative pathways include IT internships service desk support roles or technical assistant positions supporting enterprise environments

Day-to-Day Activities

• Log categorize and prioritize support tickets arising from hardware software or network issues

• Troubleshoot and resolve endpoint and application issues for end users promptly

• Support remote users with VPN and remote desktop access support requests

• Document problem details troubleshooting steps and resolution efforts

• Escalate incidents appropriately while maintaining communication with users and stakeholders

• Support hardware inventory updates user access provisioning and asset management

• Collaborate with Tier 2/3 support teams for complex incident resolution

• Contribute to maintaining a knowledge base of known issues and solutions

Qualifications

• Bachelors degree in Information Technology Computer Science or related field (or equivalent experience)

• 2 to 5 years supporting enterprise IT environments or service desk roles supporting hardware and software issues

• Basic knowledge of Windows OS enterprise applications and networking concepts

• Certification such as CompTIA A or ITIL Foundation (preferred)

• Experience supporting remote or distributed user environments supporting enterprise applications

Professional Competencies

• Strong analytical and troubleshooting skills supporting diverse technical issues

• Effective communication and interpersonal skills to liaise with users and support teams

• Customer-focused mindset with patience and empathy for end-user support

• Ability to work independently prioritize tasks and manage time effectively

• Adaptability to changing priorities and fast-paced operational environments

• Willingness to learn new tools support processes and emerging technologies

SYNECHRONS DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity Equity and Inclusion (DEI) initiative Same Difference is committed to fostering an inclusive culture promoting equality diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger successful businesses as a global company. We encourage applicants from across diverse backgrounds race ethnicities religion age marital status gender sexual orientations or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements mentoring internal mobility learning and development programs and more.

All employment decisions at Synechron are based on business needs job requirements and individual qualifications without regard to the applicants gender gender identity sexual orientation race ethnicity disabled or veteran status or any other characteristic protected by law.

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