The IT Support Specialist provides technical assistance and system support to internal users, ensuring efficient resolution of hardware, software, and system-related issues. This role serves as a key point of contact for troubleshooting technical problems, responding to support requests, and maintaining a high level of customer service while supporting business operations., * Provide Tier 1 and Tier 2 technical support for hardware, software, and proprietary business applications.

• Diagnose and resolve moderate to complex technical issues through phone, email, remote support, and in-person assistance.
• Respond promptly to support requests and ensure timely resolution of incidents and service tickets.
• Escalate unresolved or high-priority issues to the appropriate teams and communicate critical concerns to management.
• Document, track, and monitor support requests to ensure accurate records and effective follow-up.

Systems & Business Support

• Develop and maintain a strong understanding of internal systems, workflows, and business processes to effectively support end users.
• Assist users with system navigation, troubleshooting, and application-related questions.
• Collaborate with cross-functional teams to identify and resolve recurring technical issues.
• Support system updates, deployments, and technology initiatives as needed.

Customer Service & Quality

• Deliver exceptional customer service while maintaining professionalism and responsiveness.
• Support organizational quality initiatives and adhere to established service standards.
• Contribute to continuous improvement efforts by identifying opportunities to enhance support processes and user experience.

Additional Responsibilities

• Perform other duties and special projects as assigned.
• Support departmental and organizational goals, initiatives, and quality programs.

Do you have experience in Ticketing system technical support?, * Working knowledge of computer systems, hardware, software, and troubleshooting methodologies.

• Strong aptitude for learning new technologies and business applications.
• Ability to quickly adapt to changing priorities and technical environments.

Experience

• Minimum of 1 year of Help Desk, IT Support, Technical Support, or related experience; or an equivalent combination of education and experience.

Skills & Competencies

• Excellent customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency with Microsoft Office Suite and standard PC applications.
• Knowledge of service desk processes, ticketing systems, and support procedures.
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Excellent interpersonal skills and ability to work collaboratively within a team environment.
• Sound judgment, discretion, and attention to detail.
• Ability to meet established performance and quality standards.
• Commitment to delivering high-quality support and maintaining positive user relationships.

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