IT Support Specialist

POSITION OVERVIEW:

The IT Support Specialist provides technical support for desktop, laptop, and tablet computers, applications, and related technology. Responsibilities include system specification, installation, configuration, testing, and troubleshooting in accordance with established standards and guidelines.

This role involves direct, hands-on support for end users and close collaboration with IT staff and vendors to resolve technical issues. The position also assists with the support, maintenance, and testing of network servers, software, and related equipment. Travel to Houston-area locations is required as needed.

KEY RESPONSIBILITIES :

• Provide onsite and field support for the installation, configuration, and ongoing maintenance of computers, peripherals, and software.
• Maintain a high level of in-person customer interaction and visibility across supported locations.
• Collaborate with internal IT teams and external vendors to resolve hardware, software, and peripheral-related issues.
• Track and manage support requests through a ticketing system, providing timely updates and resolution status to users.
• Develop documentation, training materials, and procedures; provide end-user training as needed.
• Follow established onboarding and offboarding procedures to set up and remove computing equipment, user accounts, and workstation access.
• Recommend and perform hardware and software upgrades to improve system performance and longevity.
• Maintain the security and integrity of computers and networks to protect against malicious activity.
• Assist with the administration of user accounts in various systems.
• Participate in departmental meetings, providing updates on projects, achievements, challenges, and goals.
• Support departmental and organizational objectives by completing assigned tasks and assisting with special projects.
• Stay current with technology trends through ongoing training and professional development.
• Assist with major IT initiatives, including rollouts of new or upgraded hardware and software.

JOB SKILLS:

• Strong problem-solving and troubleshooting abilities
• Excellent customer service and interpersonal skills
• Ability to build and maintain positive, productive working relationships
• Strong verbal and written communication skills
• Ability to explain technical concepts to users with varying levels of technical knowledge
• Dependable, punctual, and flexible with scheduling as needed
• Ability to work effectively under pressure and meet deadlines
• Strong organizational and time management skills
• Self-motivated with the ability to work independently
• Positive, proactive attitude

EDUCATION & TRAINING:

• Associates degree in a computer related field preferred or experience in an IT support position.

MINIMUM REQUIREMENTS:

• Strong experience supporting desktop, laptop, and tablet hardware, including repairs, imaging, software installation, system reinstallation, and peripheral devices
• Working knowledge of Office 365, Microsoft Teams, and Windows 10/11 environments
• Basic understanding of networking concepts and protocols (TCP/IP, DHCP, DNS)
• Experience creating and managing user accounts in Active Directory
• Ability to configure and troubleshoot client wireless and VPN connectivity
• Experience supporting smartphones and tablets (iOS and Android) preferred
• Experience supporting Microsoft 365 and Google Workspace environments

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

This position is primarily desk-based (approximately 80-95%) and requires regular computer use. The role involves the ability to occasionally lift or move up to 10 pounds. Physical activities may include sitting, standing, stooping, bending, crouching, reaching, talking, hearing, and performing repetitive motions.

Visual acuity is required for data analysis, computer operation, and extensive reading. Work is performed indoors under typical office environmental conditions