IT Support Specialist

Job Description

The IT Support Specialist will provide technical support to end-users via telephone, in person, and through an IT Support ticketing system. This role is the first level support for internal customer support and technical issues.

• Answer phone calls and emails and enter or update IT Support tickets from end users requiring technical support.
• Ensure all issues, actions taken, and resolutions are thoroughly documented in the IT Support ticketing system.
• Monitor IT Support ticketing system and quickly and effectively respond to and work new issues.
• Evaluate urgency of and prioritize IT Support issues effectively.
• Provide exceptional customer service to end users while resolving their IT issues.
• Configure and troubleshoot workstations, printers, software, and hardware.
• Assist with onboarding of new users and configuration of new sites' equipment.
• Be proactive and find and resolve IT issues that may have not yet been reported.
• Know when to elevate issues to the IT Support Supervisor or higher-level support.
• Work directly with network and telephone vendors for troubleshooting.
• Perform other duties as requested by the supervisor or director.

• Two (2) years technical experience in a fast paced IT environment preferred.
• Must be able to communicate effectively with wide variety of non-technical users by phone and via email.
• Must be able to learn new technologies and procedures quickly.
• Must be able to document steps taken in a clear concise manner.
• Proficient with Windows 10 and Windows 7, as well as Microsoft Office.
• Comfortable with hardware, software and network troubleshooting.
• Must have basic understanding of computer networking and VPN's.
• Must be able to troubleshoot, research, diagnose and resolve a range of IT-related problems such as virus infections, software incompatibility, hardware errors, etc.
• Able to use existing tools to find solutions to end-user issues.
• Must be able to work on multiple, high priority tasks with minimal supervision.
• Must be able to work on-site in the Columbus, GA office Monday through Friday 7am-4pm and have additional availability and flexibility beyond those hours.
• Must be able to travel to our schools as needed.
• Experience with Chrome OS, Google Suite, iOS and/or Android.
• Must be a self- starter, highly motivated, creative and ability to work somewhat independent.
• Possess a strong attention to detail and have a "can do" attitude.
• Ability to regularly lift and move equipment weighing up to 50 l.