Job Description

Job Summary

The IT Support Specialist is responsible for providing technical assistance and support to end-users, ensuring the smooth operation of hardware, software, and network systems. This role involves troubleshooting issues, maintaining IT infrastructure, and delivering exceptional customer service to internal and external stakeholders.

Key Responsibilities

• Respond to help desk tickets and provide timely technical support for hardware, software, and network issues.

• Install, configure, and maintain computer systems, peripherals, and software applications.

• Perform routine system updates, patches, and security checks.

• Troubleshoot and resolve issues related to operating systems (Windows, macOS, Linux) and common applications.

• Assist with network connectivity problems, including LAN, Wi-Fi, and VPN configurations.

• Maintain IT asset inventory and ensure proper documentation of equipment and licenses.

• Support remote users and provide guidance on IT best practices.

• Collaborate with other IT team members to escalate and resolve complex technical problems.

• Ensure compliance with organizational IT policies and security standards.

• Create and maintain knowledge base articles for common issues and solutions.

Qualifications

Education:

• High School Diploma or equivalent (required)

• Associate or Bachelor’s Degree in Information Technology, Computer Science, or related field (preferred)

• Relevant certifications such as:

• CompTIA A+ (required or strongly preferred)

• CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation (preferred)

Experience:

• 1–2 years of experience in IT support, help desk, or technical troubleshooting roles

• Hands-on experience with operating systems (Windows, macOS, Linux)

• Common productivity software (Microsoft Office Suite, email clients)

• Basic networking concepts (TCP/IP, DNS, DHCP)

• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and remote support tools

Skills:

• Strong problem-solving and analytical abilities

• Excellent communication and customer service skills

• Ability to work independently and as part of a team

• Basic understanding of cybersecurity best practices

Preferred Competencies

• Ability to manage multiple tasks and prioritize effectively

• Strong attention to detail and documentation skills

• Adaptability to new technologies and willingness to learn

Work Environment

• Standard business hours with occasional after-hours support for critical issues

• Office-based with remote support

• Ability to travel domestically

• Ability to lift/move equipment up to 25–40 lbs; occasional travel to sites or data centers.

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