Job Details

Job Summary:

We are seeking a skilled and customer-focused IT Support Specialist to provide technical assistance and support to internal users. The ideal candidate will troubleshoot hardware and software issues, ensure smooth IT operations, and support system upgrades and installations. This role requires excellent problem-solving skills, technical knowledge, and a dedication to delivering high-quality service in a fast-paced environment.

Key Responsibilities:

• Technical Support
  Provide first-line support for all IT-related issues including hardware, software, network, and system errors
  Respond to support requests via ticketing system, email, phone, or in-person

• Troubleshooting
  Diagnose and resolve technical hardware and software issues across desktops, laptops, mobile devices, and printers
  Escalate complex problems to higher-level IT staff or vendors as needed

• Installation & Configuration
  Set up new user accounts, workstations, and software applications
  Configure and maintain operating systems, security software, and network tools

• Maintenance & Monitoring
  Perform regular system checks, updates, and backups
  Monitor system performance and network availability to ensure minimal downtime

• Documentation
  Maintain accurate records of user issues, solutions, system configurations, and support processes
  Create and update user manuals and help guides

• Security & Compliance
  Assist in enforcing IT security protocols and data protection policies
  Ensure compliance with company IT policies and procedures

• Collaboration
  Work closely with other IT team members and departments to improve overall technology usage
  Participate in IT projects such as system upgrades, migrations, or infrastructure improvements

Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field
• 1–3 years of experience in an IT support, helpdesk, or technical support role

Preferred Skills:

• Proficiency with Windows and macOS operating systems
• Familiarity with Active Directory, Microsoft 365, and networking fundamentals
• Experience with IT ticketing systems (e.g., Zendesk, Freshdesk, JIRA)
• Excellent communication and interpersonal skills
• Strong troubleshooting and analytical thinking abilities

Why Join Us:

• Work in a collaborative and tech-forward environment
• Opportunities for training, certifications, and career growth
• Competitive salary and benefits package

Education:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field
• Industry certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or similar are highly desirable

Experience:

• 1–3 years of experience in IT support, help desk, or technical support roles
• Hands-on experience with troubleshooting hardware, software, and networking issues
• Familiarity with both Windows and macOS environments

Technical Skills:

• Knowledge of desktop and laptop hardware, printers, and mobile devices
• Proficiency with operating systems (Windows, macOS, Linux is a plus)
• Experience with Active Directory, Office 365, and remote desktop tools
• Basic understanding of networking principles (IP addressing, DNS, DHCP, VPNs)
• Ability to work with IT ticketing systems such as Freshservice, Zendesk, or JIRA

Core Competencies:

• Strong analytical and problem-solving skills
• Ability to prioritize and manage multiple tasks efficiently
• Excellent verbal and written communication skills
• Customer-focused attitude with strong interpersonal skills
• Ability to explain technical information to non-technical users clearly

Soft Skills:

• Patience and a calm demeanor under pressure
• Self-motivated with a willingness to continuously learn
• Collaborative team player who works well across departments
• High attention to detail and organizational skills

Additional Requirements:

• Flexibility to work on-call rotations or off-hours when required
• Physical ability to lift and move IT equipment (monitors, desktops, etc.)
• Familiarity with cybersecurity best practices is a plus
• Valid driver’s license (if role requires travel between sites or field support)