IT Support Specialist
The IT Technology Support Specialist plays a critical role in ensuring the smooth operation of IT systems and providing exceptional technical support to end-users. This individual will be responsible for troubleshooting hardware and software issues, managing support tickets, and assisting with the deployment and maintenance of technology solutions across the organization.
KEY RESPONSIBILITIES
•Provide first and second-level technical support for desktops, laptops, mobile devices, printers, and other peripherals.
•Respond to and resolve help desk tickets in a timely and professional manner.
•Install, configure, and maintain hardware and software systems.
•Assist with onboarding and offboarding of employees, including provisioning and deprovisioning of accounts and devices.
•Support remote users with VPN, Microsoft environments, and collaboration tools.
•Maintain accurate documentation of support procedures, asset inventory, and user guides.
•Collaborate with IT team members on projects, upgrades, and system improvements.
•Ensure compliance with IT policies, security standards, and data protection protocols.
•Escalate complex issues to appropriate internal or external resources when necessary.
QUALIFICATIONS:
•Excellent communication and customer service skills.
•Interest in technology, a desire to learn and question, analytical mind for further responsibilities and growth.
•Solid organizational skills and focus on accuracy and attention to detail. •Strong problem solving and troubleshooting abilities.
•Self-motivated with the ability to work independently and in a team environment.
•Excellent written and oral communication skills.
•Ability and willingness to document work, processes, procedures, or work instructions.
•Work with a team to achieve timely resolution of all production issues meeting or exceeding Service Level Agreement.
•Flexible schedule to support after hours support and maintenance as needed.
•Ability to lift and move equipment up to 40 lbs.
TRAINING AND EXPERIENCE:
•2+ years of experience in a technical support or help desk role.
•IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
•Experience with ticketing systems (e.G., ServiceNow, FreshDesk, Zendesk).
•Knowledge of cybersecurity best practices and data privacy practices. •Proficiency with Windows, Microsoft 365, Azure, Intune, and common business applications.
•Familiarity with networking concepts, Active Directory, and using remote support tools and users effectively