IT Support Specialist

POSITION SUMMARY:

This position is responsible for providing technical assistance and support to end-users. This role involves resolving IT-related issues, troubleshooting hardware and software problems, and ensure that technology resources are functioning optimally to support the organization’s operational needs, in accordance with company policies and procedures.

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.  Other duties, responsibilities and activities may change or be assigned at any time with or without notice.   The essential functions of this job include, but are not limited to:

  • User Support:

    • Provide timely and effective support to end-users via various communication channels, including phone, email, and in-person.

    • Assist users in resolving hardware and software problems, including but not limited to computers, printers, cell phones, and peripherals.

  • Troubleshooting:

    • Diagnose and troubleshoot technical issues to identify the root causes of problems.

    • Develop and implement solutions or workarounds to resolve issues promptly

  • Hardware and Software Maintenance:

    • Install, configure, and maintain computer systems, software applications, and network equipment.

    • Perform routine system updates, patches, and upgrades to ensure optimal performance and security.

  • User Training:

    • Train end-users on how to use hardware, software, and IT systems effectively.

    • Create user guides and documentation to facilitate self-help and knowledge sharing.

  • IT Asset Management:

    • Maintain an inventory of hardware and software assets.

    • Track and manage hardware and software licenses, ensuring compliance with software agreements.

  • Security:

    • Implement and enforce security protocols to safeguard sensitive data and information.

    • Assist with user account management, password resets, and access control.

  • Problem Escalation:

    • Escalate complex technical issues to higher-level support or vendors as needed.

    • Follow up on escalated issues to ensure resolution and user satisfaction.

  • Remote Support:

    • o   Provide remote assistance to remote or off-site users as needed.