IT Technical Support Specialist Job

Position Description:

• Provide first-level support for IT-related issues, including hardware, software, and network troubleshooting.

• Install, configure, and maintain software and hardware systems, ensuring that all components are operational.

• Configure IT equipment for new hires, refreshes and break fix requests.

• Respond to support requests via phone, email, or in person, and document all issues and resolutions in the ticketing system.

• Assist users with basic system and software functionality, providing training when needed.

• Log and prioritize support tickets, ensuring timely follow-up and resolution.

• Provide positive customer experience focusing on creating Raving Fans.

• Follow-up on tickets, keeping correspondence in ticket entries informative and timely.

• Actively work in team ticket queues.

• Identify and escalate incidents to the next level in a timely manner.

• Ensure hardware and software inventories are up to date and assist with asset tracking.

• Collaborate with more senior IT staff to help troubleshoot and escalate issues when necessary.

• Follow all IT security protocols and procedures to safeguard company systems and data.

Education and/or Training:

• Associate’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.

• Basic understanding of IT support concepts, including operating systems, networks, and common applications.

• Strong problem-solving skills and the ability to learn quickly.

• Must be able to work in a team environment.

• Good communication skills and the ability to work with end users in a professional manner.

• Ability to troubleshoot hardware, software, and basic network issues with minimal supervision.

• Willingness to learn and grow within the IT field.

• Comfortable working independently and managing time effectively in a hybrid work environment.

• Reliable internet connection and a quiet workspace for hybrid remote support duties.

Relevant Work Experience:

• 1-2 years of experience in IT support or related roles.

• Reviewing and improving analytics processes, methods, and tools to increase efficiency, accuracy, and security

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