IT Support Specialist I

The IT Support Specialist will provide technical support to end-users via telephone, in person, and through an IT Support ticketing system. This role is the first level support for internal customer support and technical issues.

• Answer phone calls and emails and enter or update IT Support tickets from end users requiring technical support

• Ensure all issues, actions taken, and resolutions are thoroughly documented in the IT Support ticketing system

• Monitor IT Support ticketing system and quickly and effectively respond to and work new issues

• Evaluate urgency of and prioritize IT Support issues effectively

• Provide exceptional customer service to end users while resolving their IT issues

• Configure and troubleshoot workstations, printers, software, and hardware

• Assist with onboarding of new users and configuration of new sites’ equipment

• Be proactive and find and resolve IT issues that may have not yet been reported

• Know when to escalate issues to the IT Support Supervisor or higher-level support

• Work directly with network and telephone vendors for troubleshooting

• Perform other duties as requested by the supervisor or director

• Two (2) years technical experience in a fast paced IT environment preferred
• Must be able to communicate effectively with wide variety of non-technical users by phone and via email
• Must be able to learn new technologies and procedures quickly
• Must be able to document steps taken in a clear concise manner
• Proficient with Windows 10 and Windows 7, as well as Microsoft Office
• Comfortable with hardware, software and network troubleshooting
• Must have basic understanding of computer networking and VPN’s
• Must be able to troubleshoot, research, diagnose and resolve a range of IT-related problems such as virus infections, software incompatibility, hardware errors, etc.
• Able to use existing tools to find solutions to end-user issues
• Must be able to work on multiple, high priority tasks with minimal supervision
• Must be able to work on-site in the Columbus, GA office Monday through Friday 7am-4pm and have additional availability and flexibility beyond those hours
• Must be able to travel to our schools as needed
• Experience with Chrome OS, Google Suite, iOS and/or Android
• Must be a self- starter, highly motivated, creative and ability to work somewhat independent
• Possess a strong attention to detail and have a “can do” attitude
• Ability to regularly lift and move equipment weighing up to 50 l