Description:
JOB SUMMARY

The IT Support Specialist will be the first point of contact for our employees seeking technical assistance, providing timely and effective support for hardware, software, and network-related issues. This role requires excellent problem-solving skills, strong communication abilities, and a commitment to providing exceptional end-user support.

ESSENTIAL JOB FUNCTIONS

• First-Level Support: Serve as the primary point of contact for IT support requests via phone, email, and in-person.
• Troubleshooting and Diagnosis: Diagnose and resolve technical issues related to desktops, laptops, printers, software applications, network connectivity, and other IT-related equipment.
• Ticket Management: Accurately log and track support requests in our help desk system and project management software, ensuring timely updates and resolutions.
• User Account Management: Assist with basic user account management tasks, such as account creation, password resets and account unlocks.
• Software and Hardware Support: Provide support for standard office applications, operating systems (Windows, macOS), and peripheral devices.
• Remote Support: Utilize remote access tools to diagnose and resolve issues on user workstations.
• Escalation: Escalate complex issues to senior IT staff or external vendors when necessary, ensuring proper documentation and follow-up.
• Documentation: Create and maintain basic knowledge base articles and troubleshooting guides for common issues.
• Hardware Setup and Deployment: Assist with the setup and deployment of new computer equipment, including installation of operating systems and software.
• Inventory Management: Assist with tracking and maintaining an accurate inventory of IT hardware and software.
• User Training: Provide basic guidance and training to end-users on the proper use of IT systems and software.
• Maintain a Positive Attitude: Provide friendly, professional, and patient support to all employees.
• Adherence to Policies: Follow established IT support procedures and company policies.
• Collaboration: Work effectively with other IT team members and departments to resolve issues and implement new technologies. Provide technical guidance and mentorship to junior team members.
• Staying Current: Keep up-to-date with the latest technology trends and best practices.
• On-Call Support: Participate in an on-call rotation to provide after-hours support for critical systems.

Requirements:

REQUIRED QUALIFICATIONS

• High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology or a related field is a plus.
• Minimum of 1-2 years of experience in a help desk or IT support role.
• Strong working knowledge of Windows and/or macOS operating systems.
• Familiarity with common office productivity software (e.g., Microsoft Office Suite, Google Workspace).
• Basic understanding of computer hardware and networking concepts.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent customer service skills and a patient demeanor.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

PREFERRED QUALIFICATIONS

• Relevant certifications (e.g., CompTIA A+, IT Fundamentals+).
• Experience with help desk ticketing systems.
• Basic experience with network troubleshooting (e.g., ping, tracert).
• Familiarity with mobile device support (iOS, Android).
• Experience with remote support tools.