Systems Support Specialist

Technical Support: Provide technical support and assistance to users experiencing hardware, software, or network-related issues.Troubleshoot and resolve technical problems in a timely and efficient manner, escalating complex issues to senior team members or vendors as needed.Utilize remote desktop tools and diagnostic utilities to troubleshoot and resolve issues for remote users.System Administration: Assist in the administration and maintenance of IT systems, including servers, workstations, printers, and networking equipment.Perform routine system monitoring, performance tuning, and maintenance tasks to ensure the reliability and security of systems and networks.Install, configure, and update software applications and operating systems as required.User Support and Training: Provide training and guidance to end-users on the use of hardware, software, and IT systems to enhance productivity and efficiency.Create and maintain user documentation, knowledge base articles, and support resources to facilitate self-service troubleshooting.Incident Management: Log, track, and prioritize support tickets and service requests using IT service management tools.Follow established procedures for incident escalation, resolution, and closure, ensuring SLA compliance and customer satisfaction.Participate in on-call rotations and provide after-hours support as required for critical incidents and emergencies.Security and Compliance: Implement and enforce security policies, procedures, and best practices to protect systems and data from security threats and vulnerabilities.Assist in security incident response activities, including malware detection, virus remediation, and security incident investigation.