IT Support Specialist

Provides technical support to improve computer user and system efficiency. Troubleshoots hardware, software, and network issues; installs and upgrades PC systems and peripherals; performs minor repairs; and provides technical assistance, user training, and documentation., * Respond to and prioritize user requests involving PC hardware, software, networking, printers, and other computer-related technologies.

• Diagnose issues by interviewing users, reviewing actions taken, guiding users through troubleshooting procedures, and identifying probable causes.
• Analyze technical problems and recommend solutions to minimize downtime and improve system performance and efficiency.
• Install, configure, upgrade, and perform minor repairs on PC hardware, software, and peripherals, including monitors, keyboards, printers, and disk drives.
• Monitor network performance, isolate problems, and coordinate with appropriate technical teams to resolve issues.
• Train users, answer technical questions, interpret operating instructions, and develop user documentation and training materials.
• Test hardware and software for functionality and usability; report defects and recommend improvements.
• Identify opportunities for continuous improvement in systems, processes, and service quality.
• Communicate issue status, progress, and resolution to users and team leaders.
• Identify and conduct preliminary evaluations of ergonomic concerns, including workstation setup and furniture configuration.
• Log and track support requests, maintain issue histories and documentation, and prepare standard reports.
• Maintain technical knowledge through training and industry publications.
• Support team and cross-functional projects and perform other related duties as assigned.

• Trade school coursework, An Associate Degree, or equivalent external training in computer repair (e.g., Microsoft Systems Certification), with theoretical and practical knowledge and typically four or more years of directly related experience.
• A+ Certification in PC maintenance and repair, with current practical repair knowledge.
• A bachelor’s degree in a related field, such as Computer Science, Mathematics, Engineering, or Quantitative Methods, with no prior directly related experience required.

Knowledge, Skills, and Abilities

• Strong knowledge of PC operations, diagnostics, and repairs, including LAN/WAN networks, office applications, email, and PC operating systems.
• Proficient in identifying, researching, isolating, and resolving hardware and software issues.
• Ability to apply advanced technical skills, continuous improvement methods, and adaptable troubleshooting procedures.
• Strong problem-solving, analytical, and decision-making skills, including the ability to collect data, establish facts, and draw valid conclusions.
• Ability to manage multiple complex assignments, prioritize tasks, assess impact, and work independently using sound judgment and initiative.
• Ability to determine methods and procedures for new assignments and provide guidance to other hourly or non-exempt personnel.
• Effective verbal and written communication skills, including responding to inquiries and presenting technical information.
• Ability to demonstrate teamwork, participate in goal-setting and performance feedback, and pursue ongoing professional development.