IT Support Specialist

Scope of Position In the short term, the primary focus of this position will be end-user technical support, ticket management, troubleshooting, onboarding, and IT documentation. The ideal candidate will be curious, eager to learn, and motivated to gradually expand their technical knowledge and responsibilities. Over time, this role may provide the opportunity to develop broader IT capabilities and assume additional responsibilities in area such as Enterprise-application administration, advanced systems or database administration, cybersecurity administration, network architecture, and software development. Essential Duties & Responsibilities Provide first-level help desk support and manage requests through the internal ticketing system. Take ownership of assigned tickets, document troubleshooting and resolutions, communicate status, and follow through to completion. Diagnose and troubleshoot routine hardware, software, network, connectivity, peripheral, and user-account issues. Support employees using Windows, macOS, Android, and Linux environments. Assist with employee onboarding and offboarding, including equipment setup, deployment, recovery, and basic technology orientation. Maintain accurate hardware, software, and technology asset inventory records. Provide clear, professional, and customer-focused technical assistance to users with varying levels of technical knowledge. Create and maintain troubleshooting guides, procedures, knowledge-base information, and other IT documentation. Recognize issues requiring specialized expertise and escalate them appropriately, providing complete troubleshooting history and documentation. Collaborate with internal technical resources, vendors, administrators, and developers when escalated support is required. Assist with IT projects and technology initiatives consistent with the position's training and support responsibilities. Qualifications & Skills Education, training, or experience in Information Technology, Computer Science, Information Systems, or a related field. Previous help desk, desktop support, technical support, or customer-service experience preferred. Working knowledge of Windows and familiarity with macOS, Android, and Linux. General knowledge of computer hardware, software, networking, printers, mobile devices, and common workplace technology. Strong troubleshooting, problem-solving, organization, and follow-through skills. Strong verbal and written communication with the ability to explain technical information to nontechnical users. Ability to prioritize requests, work independently, and exercise sound judgment regarding escalation. Experience with a ticketing system preferred. ICM Controls