Position Summary

CozenTech is seeking an enthusiastic and technically skilled IT User Support Specialist I to provide support across the organization in San Antonio, TX. This is an exciting opportunity for a customer-focused individual with a passion for problem-solving. You’ll assist staff with technical issues, troubleshoot hardware, software, and network problems, and contribute to maintaining a smooth IT operation.

Key Responsibilities

• Respond to staff inquiries via phone, email, and chat, providing first-level IT support.
• Troubleshoot and diagnose hardware, software, and network issues, guiding users step-by-step.
• Escalate complex issues to advanced IT support teams when necessary.
• Maintain accurate records of incidents, interactions, and resolutions in the ticketing system.
• Assist with setting up and configuring new devices, software, and user accounts.
• Provide basic training on company-supported software and applications.
• Track and maintain inventory of hardware and software.
• Update and maintain internal IT documentation and knowledge base.
• Stay updated on emerging technology trends and IT best practices.
• Collaborate with team members to improve IT support processes and enhance user satisfaction.

Required Qualifications

• Minimum of 2 years of helpdesk or IT support experience.
• Familiarity with Microsoft 365 applications, including Azure, Intune, and Teams (preferred).
• IT certifications (e.g., CompTIA A+, Network+) or relevant coursework is a plus.
• Strong verbal and written communication skills.
• Basic understanding of computer systems, networks, and software applications.
• Excellent problem-solving and critical thinking abilities.
• Ability to work independently and in a collaborative team environment.
• Willingness to learn and adapt to new technologies and systems.
• Must be able to travel to satellite office locations if required.

Interview/Screening Questions for Vendors

• Can you explain your experience troubleshooting hardware, software, and network issues in a helpdesk environment?
• What experience do you have with Microsoft 365 applications like Teams, Azure, and Intune?
• How do you prioritize multiple support tickets while ensuring timely resolution?
• Can you describe a situation where you successfully resolved a difficult technical issue for a user?
• Are you comfortable working on an on-call rotation, including nights and weekends?
• How do you maintain documentation of IT incidents and resolutions?
• What steps do you take to stay current with emerging technology trends?
• Describe your experience providing training or guidance to end-users on IT systems or software.

Why Join CozenTech?

Joining CozenTech means being part of a dynamic, growth-oriented team that values technical expertise, customer service, and innovation. As an IT User Support Specialist I, you’ll be at the heart of our IT support operations, contributing to the seamless functioning of a technology-driven workplace.

How to Apply

If your skills and experience align with the requirements for this role, we encourage you to apply today. Please submit your CV/resume and contact details to recruitment@cozen-tech.com. The ideal candidate will be contacted promptly for further discussion.