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IT Service Desk Support Specialist I

Wilson Language Training

Wilson Language Training

IT, Customer Service
Oxford, MA, USA
Posted on Thursday, February 1, 2024

We are seeking a skilled IT Service Desk Support Specialist I to join our dynamic team. In this role, you will provide essential technical support to our internal and external customers, assisting them with hardware, software, and applications. As a Level I Specialist, you will be the first point of contact for technical issues, ensuring they are documented, classified, and resolved efficiently.

Essential Job Functions:

  • Serve as the initial point of contact for all technical support inquiries, including hardware, software, applications, and workflow-related issues, via support portal, phone, email, chat, and in-person.
  • Learns about and supports a wide range of computing technologies, such as hardware (computers, laptops, phones, mobile devices, printers/copiers), audio/visual equipment, software, operating systems, applications, and networks
  • Collaborate with Level II Specialists / Desktop Support Specialist on complex technical issues.
  • Assigned tickets by IT Service Desk Support Specialist II’s and Desktop Support that are routine, well known and can be completed with limited guidance and limited complexity.
  • Help identify incident trends that require further analysis and assist in creating problem records for escalated incidents.
  • Deliver exceptional customer service by communicating professionally, comprehensively, and promptly for all incidents and requests.
  • Manage and resolve incidents and service requests within established service level agreements (SLAs).
  • Ensure that IT equipment is properly documented, configured and available for daily operations, replacing equipment as necessary (e.g., laptops, desktops, projectors).
  • Assist in the implementation of IT initiatives as directed.
  • Ensures proper printer maintenance is routinely completed.
  • Contribute to testing computer images for company desktops and laptops.
  • Support the maintenance of the Configuration Management Database (CMDB) with asset information and changes.
  • Adhere to mandatory company policies to maintain network security.
  • Create, maintain, and review technical documentation and knowledge base articles with IT Service Desk Support Specialist’s, Desktop Support, and SD Manager oversight for internal and external use.
  • Participate in the training and mentorship of our Co-Ops.
  • Embrace and exemplify Wilson's core values.
  • Perform other duties as assigned.
  • Understand and display WLT’s values
  • Other duties as assigned

Minimum Requirements


  • Proficiency in hardware, software, and network technologies.
  • Knowledge of application support, including custom browser-based applications, computer hardware, and desktop software.
  • Strong troubleshooting, analytical, and problem-solving abilities, including browser-based applications and commercial off-the-shelf software.
  • Familiarity with various versions of Microsoft Windows and Microsoft Office.
  • Basic understanding of macOS support and JamfPro.
  • Ability to create and organize supporting documentation for troubleshooting.
  • Quick adaptability to evolving technologies and procedural changes.
  • Effective team collaboration and ability to work independently.
  • Excellent communication, interpersonal, and customer service skills.
  • Prioritization skills to manage multiple tasks and incidents simultaneously.
  • Strong attention to detail and organizational abilities.
  • Basic knowledge of networking configuration principles.
  • Experience with end-user training is a plus.
  • Less than 5% travel may be expected.

Education or Certification:

  • Associate degree related to Computer Science, Information Technology field preferred, or equivalent experience.
  • A+ Certification or equivalent Microsoft certification preferred.
  • ITIL Certification is a plus.


  • Minimum 1 to 3 years of experience in the Information Technology field, or related field.
  • Experience in Technical Support, IT Service Desk required.
  • Experience working with an ITSM tool such as ServiceNow, FreshService or Remedy.

Wilson has identified the anticipated pay range for this role based on the many factors that we consider in defining compensation levels for our roles, including market data, and internal equity considerations. Actual pay, and allocation between base and any target discretionary bonus, will vary based on geographic location, education, work experience, skills, market data, and internal equity considerations. Wilson offers competitive benefits, including:

  1. Medical, dental, vision, and Life & Disability Insurance
  2. 401k plan with partial employer match
  3. Paid Time Off
  4. Paid holidays
  5. Tuition reimbursement
  6. “O’Connor days,” which refers to a company-wide office closure between Christmas and New Year’s Eve, as well as other perks.

Anticipated salary range: $43,000 - $54,000.

Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace. M/W/D/V