Support Specialist, Level I

Melville, NY


Job Summary

We are currently looking for a motivated and tech-savvy individual to fill a Support Specialist position in our organization.

The Tier 1 Support Specialist is responsible for providing high-quality service to all users in our collaborative environment – utilizing phone, chat, and email.  Specialists must ensure the successful resolution of all issues by either diagnosing or escalating to the next level of service.  Follow-up is a critical part of the position to ensure user satisfaction.


Primary Duties & Responsibilities

  • Maintaining a high-level customer service by ensuring that the Help Desk provides timely responses to all issues
  • Evaluate, troubleshoot, and resolve various technical issues. Escalating unresolved issues when necessary
  • Writing detailed documentation and notes, analyzing and maintaining support requests in our ticketing system. Entries must be accurate and detailed
  • Maintain confidentiality regarding data residing on customer databases and networks
  • Provide support to users on installations, updates, and upgrades

Qualification & Required Skills

  • Experience working in a ticketing system (i.e. ConnectWise, Halo, Zendesk) a plus
  • Working knowledge of MS Office products including Outlook, Word, Excel
  • Basic knowledge of various devices using our software such as Android OS and Apple OS
  • Basic understanding of Active Directory and Group policy, including:
    • Ability to create Security roles/memberships
    • Understanding of how each policy, role, and membership work together to create the users
    • Collaborating with Engineers to create policy 

Other Skills / Abilities

  • Customer-service oriented with excellent problem-solving skills
  • Ability to communicate effectively and professionally to clients and coworkers verbally as well as written
  • Comfortable working with Vendors and third-party Support
  • Exceptional organizational, troubleshooting, and time management skills
  • Embraces a positive outlook and displays self-initiative

Required Education and Experience

  • Holds 1 – 3 years of customer service or related experience
  • Possesses an Associates Degree or Certification in a relevant field

Physical Requirements

  • Occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds.


The salary range for this position is $18.00 – $26.00 per hour.

What eVero Offers

We are proud to offer a competitive salary with a comprehensive benefits package. These benefits include medical, dental, vision,  long-term disability, 401K, paid vacation time, and a cafeteria plan. The salary we offer will always be commensurate with experience. And because we know that hard work should always be balanced with fun and quality of life, we also offer the following amenities:
  • A casual and comfortable work environment
  • Convenient location in Long Island, NY with easy access to the Long Island Expressway and Route 110
  • Newly renovated headquarters, featuring state-of-the-art technology, a Café, and a dedicated Recreation Room
  • Fully equipped Gym and Cafeteria within the building
  • Bi-weekly "Town Hall" meetings
  • Monthly team-building events
  • Regular Community Outreach events
  • Seasonal outings and holiday celebration events
  • A coffee bar with a wide array of snacks and trimmings

eVero is proud to be an Equal Opportunity Employer. Employment with this organization is based solely on qualifications and competence for a particular position, without regard to race, color, ethnic or national origin, age, religion, creed, gender, sexual orientation, disability, or marital, military, or citizenship status.