IT Support Specialist

Role & responsibilities

• Provide First-Level Support:
• Answer incoming calls, emails, chats, and in-person requests for technical assistance.
• Triage and categorize support requests, prioritizing based on urgency and impact.
• Diagnose and resolve common technical problems related to:
• Password resets and account management
• Software and hardware issues (printers, monitors, peripherals)
• Operating systems (Windows)
• Network connectivity (Wi-Fi, VPN, wired)
• Email and collaboration tools basics - Google Workspace
• Mobile devices (smartphones, tablets)
• Basic application support (Microsoft Office, web browsers, etc.)
• Guide Users to Self-Service Resources (Level 0):
• Direct users to knowledge base articles, FAQs, tutorials, and other self-help resources.
• Educate users on how to use self-service tools and resources effectively.
• Promote self-service adoption to reduce support ticket volume.
• Escalate Complex Issues (Level 1):
• Recognize when an issue requires more advanced expertise and escalate it to the appropriate Level 2 or Level 3 support team.
• Provide detailed information to higher-level support teams, including troubleshooting steps taken and relevant system information.
• Document User Interactions and Resolutions:
• Maintain accurate records of all support requests, troubleshooting steps, and resolutions in a ticketing system.
• Contribute to the knowledge base by documenting solutions and creating self-help articles.
• Perform Basic IT Tasks:
• Assist with setting up new user accounts and workstations.
• Install and configure software applications.
• Perform basic hardware maintenance and troubleshooting.
• Contribute to Service Desk Improvement:
• Identify recurring issues and suggest solutions to prevent them.
• Provide feedback on support processes and suggest improvements.
• Participate in team meetings and training sessions.

Preferred candidate profile

• Technical Aptitude: Basic to intermediate understanding of computer hardware, software, operating systems, networking concepts, and common troubleshooting techniques.
• Problem-Solving Skills: Ability to analyze issues, identify solutions, and guide users through troubleshooting steps.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical information1 clearly and concisely to non-technical users.
• Customer Service Orientation: Strong focus on providing a positive user experience with patience and empathy.
• Teamwork: Ability to collaborate effectively with other support team members.
• Organizational Skills: Ability to manage multiple support requests simultaneously and prioritize tasks effectively.
• 0-2 years of experience in a customer service or technical support role. Entry-level candidates are encouraged to apply.
• CompTIA A+ certification or similar technical certifications are a plus.

Perks and benefits