IT Support 1

IT Support Specialist

Answer incoming calls, gather information to create support tickets in our ticketing system, escalate tickets to support teams, troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools.

• Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance during after hour times.

• Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions.

• Install, and update software applications, and hardware peripherals.

• Troubleshoot network connectivity issues, assisting with VPN access, Wi-Fi problems, and basic network-related inquiries.

• Educate end-users on best practices and self-help procedures, helping them resolve common IT problems independently.

• Escalate complex or unresolved issues to dedicated support teams, ensuring timely and accurate handoff.

• Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures.

• Collaborate with other IT support staff to identify recurring issues and propose solutions for continuous improvement.

Supervisory Requirements Qualification Education and/or Experience

• High school diploma or equivalent; a relevant IT certification or degree is a plus.

• Proven experience in a customer-facing technical support role or relevant internship experience.

• Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace).

• Basic knowledge of computer hardware components, printers, and mobile devices.

• Excellent communication and customer service skills, with a patient and empathetic approach to problem-solving.

• Ability to work independently and collaboratively in a fast-paced environment. • A strong commitment to maintaining confidentiality and data security.