Part-Time Tier 1 IT Support Specialist

About us

Itero Group is a Women-Owned Small Business focused on simplifying complex transformations. We empower clients in the private and government sectors to become more optimized, digitally enabled, and data-driven organizations through our comprehensive business consulting and innovative delivery solutions.

Itero Group's dedicated team members are experienced thought leaders, tenacious workers, and creative thinkers. We hire people who are passionate about being catalysts for change - in our company, for our clients, throughout our career- and we empower people to express their ideas, create better practices, innovate better products, and become better professionals.

We have been named a Great Place to Work for six years, and offer a competitive salary and benefits package.

IT Support Specialist- Part-Time

We are seeking a part-time IT Support Specialist to provide Tier 1 service desk support for one day/week in a high-volume enterprise IT environment. This role serves as the first point of contact for end users and is responsible for responding to incoming support calls and self-service tickets, troubleshooting basic hardware, software, network, access, and endpoint issues, documenting incidents, and escalating unresolved issues to the appropriate technical teams.

The ideal candidate has strong customer service skills, basic technical troubleshooting experience, and the ability to work accurately within ticketing or IT service management tools. This position requires clear communication, attention to detail, and a professional approach to supporting end users in a fast-paced service desk setting.

Responsibilities

• Respond to inbound service desk calls and self-service support tickets.
• Troubleshoot basic hardware, software, network connectivity, access, and endpoint issues.
• Document issue details, troubleshooting steps, and resolution status in a ticketing system.
• Use prior records and problem-solving skills to help identify root causes.
• Escalate unresolved incidents to appropriate Tier 2, Tier 3, or resolver teams.
• Provide timely, accurate, and professional support to end users.
• Support full-time service desk coverage requirements.

Minimum Qualifications

• High school diploma or equivalent.
• At least 1 year of related customer service, call center, help desk, or IT support experience.
• Ability to meet applicable public trust or suitability requirements.
• Basic knowledge of end-user hardware, software, networking, and access support.
• Strong communication, customer service, and documentation skills.

Preferred Qualifications

• Experience in a help desk, call center, or enterprise service desk environment.
• Familiarity with Windows and Mac operating systems.
• Basic understanding of networking concepts, including VPN, Wi-Fi, LAN connectivity, and remote access.
• Experience using ticketing or ITSM tools such as ServiceNow or similar platforms.
• Demonstrated ability to resolve issues efficiently and escalate appropriately.

Benefits at Itero Group

At Itero Group, we’re proud to offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

• Health & Wellness: Medical (BC-BS), dental, and vision plans to suit your needs.
• Paid