IT SUPPORT SPECIALIST

Job Description

Job Description

OVERVIEW:

The IT Support Specialist will be the first point of service for technical IT support. The IT Support Specialist will assist coworkers in resolving and / or troubleshooting IT problems. For complex issues, this role identifies the appropriate IT group to provide specific resolution support and escalates the case as necessary. The IT Support Specialist works on projects that range from setting up new users to implementing new technologies organizationally.

RESPONSIBILITIES:

• Provides first point of service technical IT support to the entire workforce across multiple physical locations.
• Respond to routine support requests via phone, email and IT Tickets.
• Document resolutions and or escalations within an internal ticketing system and create the internal ticketing system.
• Research more complicated support requests and routes to appropriate personnel as necessary; Ensure all work orders are completed timely.
• Maintain, troubleshoot and administer company PC applications and hardware. Including installing applications and installing hardware as necessary.
• Maintain, troubleshoot and administer Company telephones. Including replacing phones, configuring voicemail, and assisting with call routing issues.
• Maintain hardware and software shipping and, receiving. Also maintain company hardware and software inventory list.
• Carry cell phone to respond to off-hour support requests.
• Maintain and troubleshoot printing and scanning hardware and software issues. 
• Work with Vendors to place and follow up on trouble calls.
• Work closely with end users to resolve problems with software, hardware and networking issues.
• Provide IT training for new staff members or current staff members.
• Obtain and maintain working knowledge of software applications (i.e. client management and health records - currently use Credible, Osnium, CorrectTech).
• Assist in the evaluation, recommendation, and implementation of technology projects.
• Other duties as assigned.

QUALIFICATIONS:

• A high school diploma.
• Equivalent industry certification, experience and/or a college degree.
• Knowledge of Word, Excel, Internet navigation/research, and Outlook is expected.
• Experience with Microsoft Office and PC repairs is preferred.
• Excellent written and verbal communication skills, with the ability to effectively interact with customers at all levels.
• Experience supporting Microsoft 365 (Outlook/Teams/OneDrive) and basic account administration
• Familiarity with Active Directory user/group management, password resets, and access changes.
• Valid driver’s license / ability to travel between sites

PHYSICAL REQUIREMENTS:

• Prolonged periods of standing and walking.
• Frequently required to sit, reach with hands and arms, and stoop, kneel, crouch, or crawl.
• Must be able to lift and/or move 25 pounds.