Information Technology Technical Support

Job Summary:

We are seeking an IT Technical Support Specialist with a minimum of 3 years of experience to provide first-line and second-line technical assistance and support related to computer systems, hardware, and software. The ideal candidate will have a strong customer service orientation, excellent problem-solving abilities, and a solid understanding of common IT issues. This role is crucial for ensuring our employees have the necessary tools and support to perform their duties effectively.

Key Responsibilities:

• Provide technical support to end-users on a variety of issues, including hardware, software, network, and system problems, both remotely and in person.
• Respond to IT support requests via phone, email, and ticketing system in a timely and professional manner.
• Troubleshoot and resolve technical issues related to operating systems (Windows, macOS), productivity software (Microsoft Office Suite, Google Workspace), and business applications.
• Install, configure, and maintain computer hardware (desktops, laptops, printers, mobile devices) and software applications.
• Perform user account management, including creation, modification, and deletion of user accounts in Active Directory or similar systems.
• Assist with network connectivity issues, including Wi-Fi, VPN, and basic LAN troubleshooting.
• Document all support interactions, resolutions, and technical procedures in the ticketing system and knowledge base.
• Escalate complex or unresolved issues to appropriate senior IT staff or third-party vendors.
• Participate in IT projects, such as system upgrades, migrations, and new hardware rollouts.
• Educate users on best practices for IT security and efficient use of technology.

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 3 years of hands-on experience in an IT technical support, help desk, or desktop support role.
• Proficiency in troubleshooting and supporting Windows and macOS operating systems.
• Experience with Microsoft Office 365 administration and support.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and network troubleshooting.
• Familiarity with ticketing systems (e.g., Jira Service Desk, Zendesk, ServiceNow).
• Strong diagnostic and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills, with a focus on clear and concise explanations.
• Ability to work independently and as part of a team in a fast-paced environment.
• Customer-focused attitude with a commitment to providing high-quality support.