Technical Support Specialist L1
Gruve
About Gruve
Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks.
Job summary
We are seeking a customer-focused and technically skilled Level 1 IT Technical Support Specialist to join our helpdesk team. In this role, you will be the first point of contact for employees needing technical assistance, providing friendly and effective support for a variety of hardware, software, and systems. The ideal candidate is a proactive problem-solver with strong communication skills and a passion for technology.
Key responsibilities
- Serve as the first point of contact for all IT-related issues and service requests, including those submitted via phone, email, and ticketing system.
- Troubleshoot and resolve a wide range of technical issues for end-users on Apple macOS and Windows PC operating systems.
- Provide support for all corporate hardware, including laptops, desktops, and peripherals.
- Assist users with Google Workspace applications (e.g., Gmail, Drive, Docs, Calendar) and other company-specific software.
- Manage user accounts, including performing password resets, provisioning new users, and handling access permissions.
- Troubleshoot and provide support for conferencing hardware, including Polycom and other meeting room technologies.
- Collaborate with the IT team to escalate more complex issues to Tier 2 support when necessary, ensuring proper documentation and follow-up.
- Document all support interactions, resolutions, and procedures clearly in the ticketing system to build a knowledge base.
- Assist with other IT duties, such as hardware setup, software installation, and IT inventory management.
Qualifications
- 1+ years of experience in an IT helpdesk, desktop support, or technical support role is preferred.
- Basic understanding of and experience with supporting both macOS and Windows PC environments.
- Experience with user authentication issues and performing password resets.
- Familiarity with supporting users on Google Workspace (formerly G Suite) or similar cloud collaboration suites.
- Excellent customer service skills, with the ability to communicate technical information clearly to non-technical users.
- Strong troubleshooting, analytical, and problem-solving abilities.
Preferred Qualifications:
- Familiarity with helpdesk ticketing systems (e.g., Jira, ServiceNow, Zendesk).
- CompTIA A+ or other relevant technical certifications are a plus.
Why Gruve
At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you’re passionate about technology and eager to make an impact, we’d love to hear from you.
Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.