The IT Support Specialist is responsible for providing high-quality technical assistance to all employees. You will diagnose, troubleshoot, and resolve hardware and software issues while ensuring a smooth onboarding experience for new hires. The ideal candidate is a proactive problem-solver who can translate "tech-speak" into simple instructions for non-technical users.
Core Responsibilities
- Technical Troubleshooting: Resolve issues related to Windows/macOS, printing, Wi-Fi connectivity, and office hardware.
- Account Management: Handle user lifecycle tasks creating accounts, resetting passwords, and deactivating access in Microsoft 365.
- Hardware Deployment: Set up, configure, and "image" new laptops and workstations for employees.
- Ticketing System Management: Manage incoming requests via systems, ensuring all issues are documented and closed on time.
- Software Support: Assist with common enterprise tools (Teams, Zoom, VPNs, and ERP software).
- Onsite Support: Maintain office equipment, including conference room AV systems and local networking gear (switches/routers).
Essential Skills
- Customer Service: A "help-first" mindset and the ability to handle frustrated users with grace.
- Operating Systems: Proficiency in Windows 10/11 and macOS.
- Basic Networking: Understanding of how devices connect to a network (IP addresses, DNS, and cabling).
- Organization: The ability to juggle 5–10 different tickets at once without losing track of priority.
