IT Support Specialist (225-729)

An IT Support Specialist is integral to maintaining a smooth, efficient, and reliable information technology environment. They are responsible for ensuring the stability and continuous operation of all IT systems and services within an organization. As the primary point of contact for IT issues, this role involves troubleshooting hardware and software problems, managing service requests, and providing training and support to end-users. Additionally, IT Support Specialists help in setting up new systems, deploying updates, and contributing to the documentation of IT procedures. Their expertise is vital for ensuring users and organizational systems can operate without disruptions.

Responsibilities

• Provide first-line technical support to internal and external stakeholders promptly.
• Troubleshoot and resolve hardware and software issues across various systems.
• Maintain and manage end-user accounts, permissions, and access rights.
• Install, configure, and maintain desktop and laptop computers, peripherals, and mobile devices.
• Collate and document technical processes, training manuals, and IT-related procedures.
• Monitor system performance to ensure hardware and software are functioning properly.
• Assist with network and infrastructure setup and maintenance in collaboration with the IT team.
• Deploy software updates and patches to both client and server systems efficiently.
• Provide training and technical guidance to users to maximize software utilization.
• Manage and monitor help desk support tickets and escalate issues as needed.
• Support IT project implementation efforts through input and system setup.
• Maintain awareness of and compliance with organizational IT policies and standards.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• At least 2 years of proven experience in IT support or a related role.
• Strong knowledge of Windows, MacOS, and Linux operating systems.
• Experience with networking protocols, hardware, and general IT infrastructure.
• Exceptional problem-solving skills with the ability to troubleshoot technical issues.
• Excellent communication and interpersonal skills to assist non-technical users.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified are a plus.