Technical Support Specialist

The Technical Support Specialist provides technical support to end-users, maintains IT equipment, and ensures the smooth operation of the organization’s help desk. This role involves troubleshooting hardware, software, and network issues, maintaining IT assets, and delivering exceptional customer service to internal and external stakeholders., End-User Support

• Respond to and resolve technical issues for end-users via phone, email, or in-person.
• Provide guidance and training on IT systems, tools, and best practices.
• Assist with account setup, password resets, and software installation.

Help Desk Responsibility

• Serve as the first point of contact for IT-related inquiries.
• Monitor and manage help desk tickets, ensuring timely resolution.
• Escalate complex issues to appropriate IT team members or vendors.

Equipment Maintenance

• Install, configure, and maintain desktops, laptops, printers, and other peripherals.
• Conduct routine maintenance and updates on IT equipment.
• Maintain an accurate inventory of hardware and software assets.

System Administration Support

• Assist in managing user accounts and permissions in various systems.
• Support basic network troubleshooting and maintenance.
• Collaborate on IT projects, including system upgrades and rollouts.

Documentation and Reporting

• Maintain detailed records of support requests and resolutions.
• Create and update user guides, FAQs, and troubleshooting documentation.
• Provide regular status updates to IT leadership.

Do you have experience in Windows?, Do you have a Associate’s degree?, * Technical Proficiency: Strong understanding of Windows/Mac operating systems, common software applications, and basic networking concepts.

• Problem-Solving Skills: Ability to analyze and resolve technical issues efficiently.
• Customer Service: Exceptional interpersonal skills and a commitment to providing high-quality support.
• Communication: Clear and concise verbal and written communication.
• Organization: Ability to prioritize tasks, manage time effectively, and handle multiple projects simultaneously.
• Teamwork: Collaborates effectively with IT colleagues and other departments.

• Adaptability: Stays current with new technologies and adjusts to changing business needs.

• Education - Associate’s or Bachelor’s degree in Information Technology or a related field (or equivalent experience)
• Experience - 1-3 years of experience in IT support or a related role
• ITIL foundation - understanding of IT service management
• Familiarity with help desk software and remote support tools
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus
• Excellent verbal and written communication skills
• Ability to handle confidential information with integrity and professionalism
• Ability to work independently and as part of a team