Information Technology Specialist 1st Level Support Full-time Job

About the job

Position Overview:

At Proficient Business Services (PBS), IT Specialist- First Level-Support (ITS-FLS) first point of contact for clients experiencing IT issues. Aligned with PBS's core values of service excellence, collaboration, and innovation, this role requires providing exceptional IT support, resolving technical issues promptly, and delivering proactive client service. This position is critical in building trust with clients and ensuring operational efficiency.

The IT Specialist-FLS is responsible for handling service request calls, troubleshooting hardware and software issues, escalating complex problems, and maintaining client satisfaction. The ideal candidate will embody PBS’s commitment to delivering “legendary service” by exceeding client expectations through every interaction.

Key Responsibilities:

Client Support & Service Requests

Act as the first point of contact for client IT support requests via calls, emails, or tickets.

Provide timely and effective first-level technical support, including diagnosing and resolving issues related to hardware, software, and networks.

Accurately document, prioritize, and manage support tickets using PBS’s Service Desk systems and escalate to second-level support as needed.

Maintain continuous, professional communication with clients throughout the resolution process, ensuring updates are timely and solutions meet expectations.

Proactive IT Support

Monitor and maintain client systems, networks, and service request queues to ensure operational efficiency and compliance with service level agreements (SLAs).

Conduct routine health checks and performance monitoring for critical systems, escalating anomalies as necessary.

Support IT security protocols by managing antivirus solutions, maintaining data integrity, and assisting in data backups.

Documentation & Continuous Improvement

Create, update, and manage client network documentation and technical guides, ensuring accuracy and accessibility for PBS teams.

Contribute to continuous improvement by analyzing client interactions and suggesting enhancements to service desk workflows.

Assist in compiling reports and analyzing metrics related to client service performance and system health.

Client Relationships & Training

Build strong relationships with clients by consistently delivering exceptional service and cultivating trust.

Provide end-user training on PBS-supported systems and applications, ensuring clients can effectively utilize technology to meet their business needs.

Collaboration with IT Specialists

Work closely with second-level support, including IT Specialists, for complex issue resolution and project implementation.

Collaborate with PBS teams to ensure seamless integration and support of cloud-based technologies, Office 365, SharePoint, and backup solutions.

Required Qualifications:

Technical Expertise

2+ years of experience in IT support, help desk operations, or a related field.

Preferred: ITIL Foundation Certification.

Strong knowledge of Windows operating systems, Microsoft Office Suite, and cloud platforms (e.g., Office 365, SharePoint).

Desired: Associate’s degree or higher in Information Systems, Technology, or a related field.

Soft Skills & Professional Attributes

Exceptional oral and written communication skills, with the ability to explain technical concepts clearly to non-technical users.

Strong customer service orientation with a focus on exceeding client expectations.

Highly organized, detail-oriented, and capable of managing multiple tasks in a fast-paced environment.

Proactive and self-directed, with the ability to complete assignments independently and within deadlines.

Preferred Experience & Certifications:

Network+ or A+ certification

Demonstrated experience in server-based and end-user support environments.

Proven ability to document technical standards and maintain system documentation.

Performance Expectations:

Client Satisfaction: Maintain a 90% or higher client satisfaction rate through prompt, professional service.

Resolution Time: Achieve first-level resolution for at least 70% of support requests within SLA timelines.

Communication: Ensure continuous updates to clients on ticket status until resolution.

Documentation: Maintain 100% accurate and up-to-date client and network documentation.

Collaboration: Seamlessly coordinate with IT Specialists and second-level support to resolve escalated issues.

Why PBS?

At PBS, technology isn’t just about systems—it’s about people. Our Heartbeat values drive how we serve clients, support teammates, and embrace innovation. We foster a culture built on collaboration, continuous learning, and integrity, where your contributions directly shape the success of our clients and community. You’ll join a team that values trust, growth, and excellence, with opportunities to develop your expertise while helping PBS evolve its digital future.

At Proficient Business Services (PBS), we believe that technology is not just about circuits and codes; it's about human connection and empowering future leaders. Our mission is to inspire, unleash potential, and bridge the gap between advanced technology and a more compassionate world.
With over 20 years of extensive experience in the IT discipline, we're not just IT professionals; we're visionaries, problem solvers, and leaders in the industry. Working with PBS means more than just IT solutions; it's a life-changing experience. We offer strategic pathways for businesses to thrive. Our approach fosters creativity, collaboration, and empowerment. We offer comprehensive, cost-effective strategies that benefit businesses and individuals alike. Our goal for our clients is to provide more value than we receive in payment.
Our work aligns with our core values: empowerment, love, and a commitment to a higher quality of life. We embed these values in every project, fostering cultures where technology serves humanity, not just functionally but also emotionally and ethically.
Our contributions have transformed organizations, communities, and even countries. From extending healthcare access through tele-health platforms to empowering young IT professionals through our "Ignite Potential" program, we've made a lasting impact. Our TECH program in schools is bridging the digital divide, and our leadership development initiatives are creating teams that excel.
We continue to scale existing programs and invest in innovation, extending our global reach and furthering leadership development. We're committed to creating a future where technology bridges to a more inclusive world.
Join us at PBS as we transform lives through technological excellence and human empowerment. Be a part of our journey toward a world where technology serves not just functionally but also emotionally and ethically. Let's bridge to a better, more inclusive future together.