IT Support Specialist

This role acts as the first point of contact for IT support, delivering efficient and customer-focused resolution of hardware, software, and network issues. Responsibilities include troubleshooting and diagnosing technical problems, installing and configuring systems, maintaining accurate documentation within ticketing systems, and escalating complex issues to advanced support teams while ensuring timely resolution and user satisfaction., * Assist in the installation, configuration, maintenance, and upgrade of computer hardware, software, and peripheral systems

• Troubleshoot and resolve technical issues related to computers, networks, telecommunication systems, and other IT infrastructure
• Support the development and implementation of new processes, procedures, and system improvements to enhance IT efficiency and effectiveness
• Provide timely and professional technical support to employees and departments, both in-person and remotely
• Participate in the development, testing, and deployment of software applications and system updates
• Develop, modify, and maintain basic scripts, programs, or automation tools to improve system performance, streamline IT tasks, and support organizational needs
• Collaborate with IT team members to diagnose and resolve complex technical problems
• Assist with data analysis, reporting, and visualization using appropriate tools and technologies
• Maintain current knowledge of emerging technologies, trends, and best practices in information technology
• Perform routine tasks such as data entry, equipment setup and relocation, and hardware assembly
• Serve as an Ambassador of the Archdiocese by maintaining a professional demeanor when interacting with stakeholders, vendors, and the public, reflecting organizational values and standards
• Listen attentively to users' questions and concerns, providing clear, effective, and customer-focused solutions
• Prioritize customer satisfaction in all communications, escalating unresolved issues to appropriate personnel when necessary, * Other duties as assigned
• Completes department projects as assigned and covers absences as requested
• Helps to create department standard operating procedures (SOPs)

Do you have experience in Customer communication?, * CompTIA A+ / Network+ is preferred

Specialized training in:

• Familiarity with scripting and automation (including PowerShell)
• Knowledge of networking concepts and protocols (TCP/IP, DNS, DHCP)
• Experience working with networking devices such as routers and switches (including Ubiquiti equipment)
• Experience using IT service management and ticketing systems
• Strong ability to diagnose and resolve a wide range of technical issues
• Experience with multiple operating systems, including Windows and macOS
• Proficiency in Microsoft Office tools, including Outlook
• Experience managing and supporting Windows Server environments
• Basic experience with Linux server administration
• Experience setting up and managing printers within Windows network environments
• Programming and scripting experience in Visual Basic, VBA, PHP, and Python
• Familiarity with web technologies and frameworks, including Apache and Django

Other Key Competencies:

• Strong customer service orientation with both internal and external contacts.
• Sound judgment, able to remain cool under pressure.
• Excellent organizational and time management skills related to multiple projects.
• Strong oral and written communication ability
• Fluent (read/write/speak) in English language
• Problem solving and critical thinking skills
• Interpersonal skills -displays a high level of tact, diplomacy, and professionalism
• Planning/organizing -plans work activities and uses time efficiently.
• Quality control -demonstrates accuracy and thoroughness and monitors own work to ensure quality while being willing to ask for assistance when/where needed.
• Adaptability -adapts to changes in the work environment, manages competing demands and frequent change, delays, or unexpected events.
• Resourcefulness - ability to seek out and use cutting edge resources (products, training, etc.) to ensure the job is being done as efficiently as possible.
• Proficient use in operating a computer
• A propensity to learn.
• Ability to learn quickly and adapt to new technologies and systems.