Summary:

The IT Support Specialist provides front-line technical support to end-users within the organization. This role is responsible for resolving a wide range of technical issues related to computer hardware, software, and peripherals. Additionally, the Specialist will assist in administering user access to systems, responding to IT security incidents, and participating in IT projects as needed.

Essential Duties and Responsibilities

Provide technical support:

Diagnose and resolve a variety of technical issues related to:

• Desktop computers (Windows, macOS, Linux)
• Laptops
• Printers
• Peripherals (e.g., scanners, webcams, external drives)
• Software applications (Microsoft Office Suite, etc.)
• Network connectivity issues
• Provide support via phone, email, and in-person assistance.
• Document all support interactions and resolutions in a ticketing system.

User Account Management:

• Create, modify, and delete user accounts in Active Directory or other relevant systems.
• Manage user permissions and access levels.
• Assist with password resets and account lockout issues.

IT Security:

• Respond to and investigate security incidents (e.g., phishing attempts, malware infections).
• Assist with the implementation and enforcement of security policies.
• Conduct security awareness training for end-users.
• Manage and troubleshoot DNS, DHCP, VPNs, routers, switches, and Wi-Fi networks.

System Administration:

• Assist with the deployment and maintenance of desktop operating systems and software.
• Perform routine system maintenance tasks, including software updates and patching.
• Participate in IT projects, such as hardware upgrades and software deployments.

Other duties as assigned:

• Assist with firewall configurations and basic server maintenance.
• Monitor network health and perform regular audits to ensure stability.
• Develop and maintain Standard Operating Procedures (SOPs) for IT processes.
• Manage IT inventory, procurement, and asset tracking
• Document IT troubleshooting guides and ensure accurate reporting.

Qualifications

Education: Associate's Degree in Information Technology or a related field preferred. High School Diploma or equivalent required.

Experience: 3-5 years minimum experience in a similar role.

Technical Skills:

• Strong understanding of Windows operating systems (Windows 10/11 preferred).
• Experience with macOS and Linux is a plus.
• Proficiency with Microsoft Office Suite.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (e.g., ServiceNow, Jira).
• Basic understanding of IT security concepts.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Ability to work independently and as part of a team.
• Problem-solving and analytical skills.
• Ability to learn new technologies quickly.