IT Support Specialist

Job Summary

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing networked computing devices and workstations; diagnoses and resolves problems in response to customer‑reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software;

performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or non‑support of evaluated products.

• Provide first level customer service and technical support to all end‑users for hardware and software systems.
• Address incoming incidents and requests from end‑users via a ticket management system, chat, in‑person, and e‑mail in a courteous and professional manner.
• Perform daily routine inspections and walkthroughs of common use equipment and touch base with designated stakeholders for any outstanding needs.
• Diagnose, research, and resolve routine end‑user issues in a timely manner through established protocol and troubleshooting; elevate as necessary.
• Assist with implementing hardware and software standards.
• Install software on new or existing devices, in accordance with standard procedures.
• Image, test, install and set up application programs on user endpoints (Microsoft, Apple, and Google).
• Install equipment, peripherals, and devices supporting business operations.
• Maintain accurate hardware and software inventory and perform audits as needed.
• Assist with preventative maintenance within specified guidelines and procedures.
• Troubleshoot common network and application problems and coordinate resolution.
• Onboard and offboard personnel including equipment shipments.
• Adhere to security policies and compliance controls of the organization; provide guidance and explain policies and procedures to end‑users.
• Ensure all access and change requests contain supporting evidence, justification, and approvals for SOX ITGC, compliance, and audit purposes.
• Assist users in obtaining access to systems.
• Communicate and translate technical information to non‑technical end users; maintain communication and monitor incidents through to resolution.
• Train customers on new devices and technologies.
• Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.
• Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.
• Maintain confidentiality of the information being processed, stored, or accessed by the end‑users.
• May review and evaluate new computer hardware and software products.
• Assist and interact with hardware and software vendors.
• Participate in team meetings and on‑call support as needed.

• Knowledge of computer and/or network systems, applications, procedures and techniques.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.
• Experience with standard helpdesk ticketing tools.
• Ability to establish and maintain cooperative working relationships.

• Proven work experience as a desktop or helpdesk support technician.
• Working knowledge of patch management and software distribution tools and processes.
• At least 2 years of experience supporting Windows and/or macOS operating systems in an enterprise environment.
• Execute plans and implement technical infrastructure projects to refresh supported systems.
• Experience in Scripting - Bash, and Power Shell a plus.

• High School Diploma or GED.
• Associate’s degree or equivalent experience.
• A+, Network+, Google+IT Support or Cisco (CCENT or CCNA) or Microsoft certifications a plus.

Able to identify, troubleshoot, and resolve problems quickly using sound judgment, poise, and…