IT Support Specialist (The Tech Problem Solver)

Are you passionate about solving technical problems and providing outstanding support to users? Do you enjoy helping people navigate IT issues and making technology easier to use? If you’re ready to be the go-to person for technical assistance, our client has the perfect role for you. We’re looking for an IT Support Specialist (aka The Tech Problem Solver) to assist users with technical issues, troubleshoot systems, and maintain smooth IT operations.

As an IT Support Specialist at our client, you’ll work directly with users to resolve technical issues, support hardware and software troubleshooting, and help maintain efficient IT services. Your role will be essential in ensuring that all users have the technical support they need to perform at their best.

Key Responsibilities:

1. Provide Frontline Technical Support:
• Respond to support requests via phone, email, and in person, resolving issues related to hardware, software, and network connectivity. You’ll act as the first point of contact for IT assistance.
2. Troubleshoot Hardware and Software Issues:
• Diagnose and fix problems with computers, mobile devices, printers, and other tech equipment. You’ll resolve software conflicts, operating system errors, and connectivity issues to ensure a smooth user experience.
3. Assist with User Account Management:
• Set up and manage user accounts, permissions, and access controls. You’ll support new user onboarding and manage security settings, such as password resets and access requests.
4. Maintain and Update IT Documentation:
• Document troubleshooting steps, solutions, and recurring issues for team reference. You’ll help build a knowledge base that enables quicker, consistent resolutions.
5. Conduct IT Training and Best Practices:
• Provide training sessions or one-on-one support to educate users on IT best practices, software usage, and troubleshooting tips. You’ll empower users to navigate common tech challenges independently.
6. Monitor and Manage IT Systems and Equipment:
• Track and maintain inventory of IT equipment, software licenses, and user devices. You’ll ensure that systems are up-to-date and functioning correctly.
7. Support Network and Connectivity Issues:
• Troubleshoot basic network issues, including Wi-Fi and VPN connectivity. You’ll assist with maintaining network performance for remote and on-site users.

Required Skills:

• Technical Troubleshooting and Problem Solving: Experience in diagnosing and resolving hardware, software, and connectivity issues.
• Customer Service and Communication Skills: Excellent communication skills for delivering support to users with varying technical knowledge levels. You’re skilled at explaining technical information in a clear, user-friendly way.
• Operating Systems Knowledge: Proficiency with Windows and macOS, and familiarity with mobile operating systems. You know your way around configurations and settings for each platform.
• Documentation and Organizational Skills: Strong ability to document solutions, track issues, and maintain organized records for consistency and efficiency.
• Networking Fundamentals: Basic understanding of network concepts, including IP configuration, Wi-Fi, and VPNs.

Educational Requirements:

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience in IT support.
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous.

Experience Requirements:

• 1-3 years of experience in IT support or technical helpdesk, with a track record of resolving technical issues effectively.
• Familiarity with support ticketing systems like Zendesk, Freshdesk, or ServiceNow is beneficial.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk) is a plus.

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans with low co-pays and premiums.
• Paid Time Off: Competitive vacation, sick leave, and 20 paid holidays per year.
• Work-Life Balance: Flexible work schedules and telecommuting options.
• Professional Development: Opportunities for training, certification reimbursement, and career advancement programs.
• Wellness Programs: Access to wellness programs, including gym memberships, health screenings, and mental health resources.
• Life and Disability Insurance: Life insurance and short-term/long-term disability coverage.
• Employee Assistance Program (EAP): Confidential counseling and support services for personal and professional challenges.
• Tuition Reimbursement: Financial assistance for continuing education and professional development.
• Community Engagement: Opportunities to participate in community service and volunteer activities.
• Recognition Programs: Employee recognition programs to celebrate achievements and milestones.