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Job Description:
The Information Technology Support Specialist is responsible for providing technical assistance and support to our internal users, ensuring smooth operations of all computer systems and related equipment. The IT Support Specialist is responsible for maintaining our IT infrastructure, resolving technical issues, and delivering exceptional customer service to our employees.
Responsibilities:
- Provide technical support and troubleshooting for hardware, software, and network-related issues.
- Install, configure, and maintain computer systems, software applications, and peripheral devices.
- Respond to support requests via email, phone, or in person, and resolve issues promptly.
- Diagnose and resolve technical problems, including connectivity issues, hardware malfunctions, and software errors.
- Collaborate with other IT team members to escalate complex issues and ensure timely resolution.
- Document all support interactions, solutions, and procedures to maintain an accurate knowledge base.
- Assist in the implementation of IT projects, including system upgrades, migrations, and deployments.
- Conduct regular system audits to ensure compliance with security policies and procedures.
- Provide training and guidance to end-users on software applications and IT best practices.
- Other duties as assigned.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
- Stay informed about emerging technologies and trends in the IT industry to provide proactive support and recommendations.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving skills and attention to detail.
- Commitment to providing exceptional customer service and support to internal users.
- Excellent analytical and problem-solving skills, with the ability to troubleshoot security issues and identify root causes.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
- Commitment to maintaining the confidentiality, integrity, and availability of sensitive information and systems.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Self-motivated with a can-do approach.
Qualifications:
- Associate’s degree in Information Technology, Computer Science, or related field (or equivalent experience) preferred.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
- Proven experience working in IT support or a similar role.
- Strong knowledge of Windows operating systems, as well as common software applications (Microsoft Office, Adobe Suite, etc.).
- Experience troubleshooting hardware, software, and network issues.
- Familiarity with ITIL best practices and ticketing systems (e.g., ServiceDesk, Asana).
Physical Requirements:
- Must possess the ability to lift items weighing up to 50 pounds.
- Move and/or replace office equipment throughout the facility.
- Prolonged periods of standing, walking, bending, and kneeling.
- Must be able to handle physical activities necessary to access and manipulate equipment throughout the facility.
- This role routinely uses standard office equipment while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The above describes the general content and requirements for this job’s performance. It is not construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
