L1 Support Specialist - Brooklyn

As a Level 1 Support Specialist at Gersh Academy, your main responsibilities include providing technical assistance and troubleshooting hardware and software issues for staff. Additionally, you'll manage user accounts, document IT processes, and escalate complex problems to the appropriate personnel. Your role is crucial in ensuring that all IT systems function effectively to support our staff.

To be considered for the L1 Support Specialist role at Gersh Academy, candidates should ideally have an Associate's degree in a relevant field and 1-2 years of experience in a technical support role. Strong knowledge of Windows operating systems, Microsoft Office, and a basic understanding of networking concepts are also essential qualifications.

An L1 Support Specialist at Gersh Academy should possess strong problem-solving abilities, excellent communication skills, and a customer service-oriented mindset. It's also important to work well both independently and as part of a team while staying current with technology trends.

At Gersh Academy, the L1 Support Specialist provides technical support through various channels, including phone, email, and in-person interactions. You'll help staff members troubleshoot issues, install and configure software and hardware, and maintain IT systems, playing a vital role in the overall technological health of the academy.

The L1 Support Specialist at Gersh Academy participates in IT projects and initiatives, bringing a hands-on approach to technology implementation and system improvements. Your insights and experiences will help shape ongoing technological strategies within the organization.

When answering this question, be specific about the types of issues you've encountered, the steps you took to resolve them, and the tools you used. Mentioning any successes or lessons learned can also showcase your problem-solving skills.

Illustrate your approach to prioritization by discussing how you assess the urgency and impact of each request. You could provide an example of a time when you managed conflicting priorities effectively, showcasing your organizational skills.

Detail any specific tools or systems you've used for user account management. Discuss your understanding of permissions and security protocols, and highlight the importance of maintaining user account integrity.

Share your preferred resources for staying informed, such as blogs, forums, or industry publications. You can also discuss any relevant courses or certifications you’ve pursued, demonstrating your commitment to continuous learning.

Choose a specific incident where you diagnosed and resolved a technical challenge. Walk the interviewer through your thought process, the steps you took, and the ultimate outcome, emphasizing your critical thinking and troubleshooting abilities.

Emphasize the importance of communication and empathy. Discuss how understanding the customer's perspective and actively listening can help you deliver tailored solutions that satisfy their needs and enhance their experience.

Discuss any specific tools or processes you've used for tracking IT assets and how you've successfully managed deployments. Emphasizing your attention to detail and organizational skills can illustrate your capability in this area.

Explain the methodology you would follow, such as escalating the matter to the appropriate personnel while ensuring to document any steps you've taken. This shows your commitment to ensuring the issue remains a priority, even when you cannot solve it directly.

Discuss how collaboration with colleagues can enhance efficiency and knowledge sharing. Provide examples of how you have worked in teams to solve issues or improve processes, reflecting your ability to work harmoniously with others.

List any specific tools, ticketing systems, or software solutions you've used in previous roles. Briefly explain how each tool contributed to your efficiency and effectiveness in the technical support field.