IT Support Specialist I

About the role

SWBC is looking for an IT Support Specialist I to provide first‑level technical assistance for end‑user devices and applications. You will join a collaborative IT team, supporting both on‑site and remote employees in a cloud‑enabled enterprise environment.

Key responsibilities

• Deliver first‑level support for desktops, laptops, mobile devices, printers and peripherals.
• Troubleshoot hardware, software, connectivity and VDI issues.
• Log and resolve incidents and service requests in ServiceNow while meeting SLAs.
• Install, configure and deploy workstation hardware, software and peripherals.
• Perform basic Active Directory tasks such as password resets and account unlocks.
• Support Windows 10/11, Microsoft 365 and related end‑user technologies.
• Assist with VDI user access, profile management and connectivity troubleshooting.
• Participate in hardware refreshes, upgrades and other IT projects.
• Document resolutions and maintain accurate asset inventory.
• Escalate complex issues to senior teams and collaborate with infrastructure, networking and security groups.

Required profile

• High school diploma or GED; associate degree in IT preferred.
• At least one year of desktop or help‑desk support experience.
• Working knowledge of Windows 10/11, Microsoft 365 and standard business applications.
• Basic understanding of Active Directory administration.
• Experience with ServiceNow or a similar ITSM platform.

Required skills

• Microsoft Windows 10/11
• Microsoft 365
• Active Directory
• ServiceNow
• Virtual Desktop Infrastructure (VDI)
• Microsoft Intune or SCCM
• TCP/IP, DNS, DHCP, VPN fundamentals

What we offer

• Professional development through technical training and certification support.
• Opportunities to work on diverse hardware and software initiatives.
• Collaborative team environment focused on exceptional customer service.