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🥝 Helpdesk Support Specialist
Ryan Consulting Group | Charlotte, United States | Posted June 04, 2026
Job Description
Responsibilities:
The principal duties of the Support Specialist include the following
Assist end-users and IT specialists by phone and email with first-level technical support; working to resolve as many incidents as possible at the Tier I level, this includes calling end-users as needed Create new or update existing tickets and ensure each ticket contains detailed documentation which outlines the problem, troubleshooting steps taken and final resolution (if applicable) Follow training and documentation for all necessary troubleshooting steps Escalate more complex issues to senior staff and work with them on projects and troubleshooting issues as needed Respond in a timely manner to requests when resolving issues Document changes within established parameters and escalate those which need higher level review Contribute knowledge and updated information to maintain the Knowledge base, participate...