IT Support Specialist

IT Support Specialist

Technical Support & Troubleshooting

• Provide Tier 1 and Tier 2 technical support for computers, mobile devices, printers, and applications
• Respond to IT help desk tickets in a timely and professional manner, ensuring prompt resolution
• Diagnose and resolve issues related to hardware, operating systems, network connectivity, and software applications
• Escalate complex technical issues to the IT Systems Administrator or IT Manager as appropriate
• Maintain accurate records of support requests, resolutions, and system changes

System Setup & Maintenance

• Assist with new user setups, including computer configuration, system access, and software installation
• Manage user accounts, passwords, and permissions in accordance with IT policies
• Support system updates, antivirus deployments, and security patching
• Maintain inventory of IT assets, including laptops, monitors, and mobile devices
• Assist with deployment and maintenance of hardware and software at remote sites

Network & Application Support

• Support end users in the use of business-critical applications
• Monitor basic network connectivity and assist in troubleshooting outages
• Provide support for telecommunication systems, printers, and wireless devices
• Coordinate with external vendors or service providers to resolve connectivity or performance issues

Training & Documentation

• Educate employees on technology use, IT policies, and security best practices
• Maintain and update IT documentation, including system setup guides and troubleshoot procedures
• Contribute to user-friendly "how-to" resources and training materials for common IT tasks

Security & Compliance

• Enforce IT security policies and best practices in coordination with IT leadership
• Support antivirus, malware protection, and endpoint security monitoring
• Participate in regular reviews of system access, password management, and device compliance
• Maintain confidentiality of company data and adhere to all IT security procedures
• Other duties as assigned

Qualifications & Requirements

• Associate or bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered
• 2-4 years of experience in IT support, help desk, or desktop services role
• Strong working knowledge of Microsoft Windows, Office 365, and hardware troubleshooting
• Experience with Active Directory, VPN, and remote desktop tools preferred
• Excellent customer service and communication skills
• Strong problem-solving and multitasking abilities with high attention to detail
• Availability for after-hours support or on-call coverage on a rotating basis

Core Competencies

• Customer Service: Delivers responsible and professional support to internal users
• Technical Proficiency: Troubleshoots and resolves a variety of IT and system issues effectively
• Communication: Explains technical information clearly and concisely to non-technical users
• Problem Solving: Diagnoses issues methodically and recommends appropriate solutions
• Collaboration: Works effectively within the IT team and across departments
• Adaptability: Adjusts quickly to changing technologies, priorities, and business needs
• Organization: Manages multiple support requests and tasks with attention to detail

Physical Demands & Work Environment

• Regularly required to sit, stand, bend, and lift up to 20 lbs
• Frequent use of computers, printers, phones, and IT equipment
• Occasional travel required to company divisions for onsite support
• Work is typically performed in a professional office environment with moderate noise levels and standard lighting