IT Support Specialist

IT Support Specialist

Position Overview

We are seeking a proactive and customer-focused IT Support Specialist to join our team. This person will be responsible for providing technical support across the organization, managing IT assets, and ensuring smooth operation of hardware, software, and network systems. The ideal candidate has experience leading call center support, troubleshooting technical issues, and maintaining accurate IT asset inventories.

Technical Support & Troubleshooting

Provide first- and second-level support for hardware, software, and network issues.

Manage incoming tickets and requests, ensuring timely resolution and escalation when necessary.

Support call center systems, including monitoring performance, resolving user issues, and coordinating with vendors if needed.

Hardware & Software Administration

Install, configure, and maintain computers, peripherals, and mobile devices.

Support the deployment, updates, and patching of software applications.

Ensure all systems are running efficiently and securely, with minimal downtime.

Asset Tracking & Inventory Management

Maintain an up-to-date inventory of all IT equipment, licenses, and software.

Track asset assignments to employees and departments, ensuring accurate documentation.

Manage the lifecycle of IT assets, from procurement to disposal.

Documentation & Reporting

Create and maintain user guides, FAQs, and internal documentation for recurring issues.

Provide regular reports on ticket metrics, asset utilization, and system health.

Support audits and compliance requirements related to IT systems and security.

Collaboration & Leadership

Coordinate with cross-functional teams to ensure seamless IT support for projects and business operations.

Train and mentor users on basic troubleshooting and IT best practices.

Provide leadership in call center IT support processes, ensuring efficiency and a customer-first approach.