IT Support (225-905)

As an IT Support Specialist, you will be the cornerstone of our organization's technology ecosystem, ensuring that both our software and hardware function optimally. You will interact directly with end-users to resolve their technical issues promptly and efficiently, ensuring minimal disruption to their operations. Your role will involve troubleshooting a variety of issues across different platforms, offering solutions, and maintaining the overall integrity of IT systems. This position requires a keen problem-solver with a broad knowledge of both contemporary software and hardware solutions. You will also contribute to ongoing projects aimed at improving our IT infrastructure and will be expected to stay updated with the latest industry trends to advise on system upgrades and best practices.

Responsibilities

• Provide first-level support and troubleshooting to end-users for their hardware and software issues.
• Respond to customer inquiries through various communication channels, including email and phone.
• Install, configure, and maintain computer systems, networks, and applications effectively.
• Track IT issues and resolutions using the company's ticketing system for optimal workflow.
• Collaborate with other IT staff on larger projects and systemic technology initiatives.
• Conduct regular maintenance checks and updates of all IT equipment and software.
• Ensure security and privacy of networks and computer systems within the organization.
• Document technical knowledge in the form of notes and manuals for user guidance.
• Assist in the development and improvement of operational procedures and documentation.
• Participate in the evaluation and recommendation of new technology solutions.
• Provide support for network connectivity and remote access issues for mobile users.
• Train and guide end-users on appropriate ways to use technology effectively and securely.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience as an IT Support Specialist or in a similar IT role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent diagnostic and problem-solving skills to address complex issues.
• Familiarity with remote desktop applications and help desk software is required.
• Ability to work independently and manage multiple user support requests simultaneously.
• Good communication skills with a focus on customer satisfaction and patience.