IT Support Specialist

Position Overview

Join our IT team as a Support Specialist, where you will be the frontline help for all technology-related questions and issues. This role is critical for maintaining operational efficiency and requires a blend of deep technical knowledge and exceptional customer service skills[citation:2].

Primary Duties

• Diagnose and resolve hardware, software, and network issues for end-users.
• Manage and track support tickets using IT service management tools, aiming for high first-time resolution rates[citation:2].
• Maintain and audit hardware assets (laptops, printers, phones) across office locations[citation:2].
• Assist in the implementation of new systems, software, and security protocols.
• Contribute to creating and maintaining a knowledge base for common technical issues[citation:2].

Required Skills & Qualifications

• Proven experience in IT support, helpdesk, or a related technical customer service role.
• Strong knowledge of operating systems: Windows, Mac OS, and Linux[citation:2].
• Understanding of networking fundamentals: TCP/IP, VPN, DHCP, and Wi-Fi troubleshooting[citation:2].
• Familiarity with IT support tools like Zendesk, Jira, or Microsoft Teams[citation:2].
• Excellent communication and problem-solving abilities.

Preferred Experience

• Experience automating frequent inquiries or implementing triage systems[citation:2].
• Certifications such as CompTIA A+, Network+, or ITIL Foundation[citation:2].
• Basic scripting skills (e.g., PowerShell, Python) to automate repetitive tasks.