IT Support Specialist

Job Description

Job Description

Essential Responsibilities:

• Provide first-line support for both hardware and software issues across a variety of devices, including desktops, laptops, phones, and peripherals.
• Troubleshoot, diagnose, and resolve user issues related to computer systems, applications, and network connectivity, both remotely and in person.
• Assist with the installation, configuration, and ongoing usability of IT systems including operating system refreshes, hardware upgrades, and software installations.
• Monitor and manage user requests via ticketing systems while ensuring timely resolutions, clear communication, and high levels of customer satisfaction.
• Provide on-site support and troubleshooting for remote sites as needed (less than 10% travel).
• Collaborate with other IT teams and vendors to escalate and resolve technical issues that require advanced expertise.
• Educate users on IT best practices, cybersecurity, and company-specific systems and procedures. Knowledge, Skills & Abilities:
• Strong experience supporting Microsoft Windows and Microsoft Office Suite as well as other common enterprise software applications.
• Solid understanding of network concepts including TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Basic knowledge of IT security practices including firewalls, antivirus tools, SMB, and network intrusion detection/prevention systems.
• Experience with cloud-based applications, backup systems, and remote desktop solutions.
• Excellent troubleshooting and analytical skills with the ability to think critically and solve problems efficiently.

Education & Experience:

• Associate's degree in information technology or a related field, or equivalent work experience.
• 2+ years of IT support or technical experience in a corporate or healthcare environment preferred.
• Experience with IT service management (ITSM) tools.
• Valid drivers license and reliable transportation.
• Ability to sit at a computer for extended periods and perform repetitive tasks.
• Ability to lift and move IT assets (up to 50 lbs.) when required.
• Occasionally travel by car or plane to customer sites.
• Flexibility to work after hours or weekends as necessary.