IT Support Specialist

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

· Customer Support - Serve as the first point of contact for IT support by phone, email, chat, self-service portal, and in person; log, categorize, and prioritize all incidents and service requests in the IT service management (ITSM) ticketing system.

· Diagnose and resolve hardware, software, network connectivity, and peripheral issues for Windows and macOS computers, mobile devices, printers, and conferencing equipment, using remote support tools and on-site support as needed.

· Support Microsoft 365 and cloud-based applications, including Outlook, Teams, SharePoint, and OneDrive, as well as virtual meeting, collaboration, and remote and hybrid work tools.

· Perform user account administration, including onboarding and offboarding, password resets, multi-factor authentication (MFA) enrollment and recovery, and access and permission changes, in accordance with company procedures and approvals.

· Set up, configure, deploy, and retire laptops, desktops, mobile devices, and peripherals using standard images and endpoint management tools; maintain hardware and software asset inventory records.

· Install, update, and test approved software and patches, and report compatibility or performance issues with existing applications and hardware.

· Follow information security policies and procedures; recognize and report suspected phishing, malware, lost or stolen devices, and other security incidents; and handle sensitive and controlled data appropriately.

· Escalate complex or unresolved issues to senior IT staff, vendors, or other teams with clear documentation; keep users informed of ticket status and meet service level targets.

· Maintain accurate records by documenting troubleshooting steps, resolutions, and hardware and software changes in the ticketing system and asset records.

· Contribute to team effort by participating in IT projects, rollouts, and process improvements, and by accomplishing related results as needed.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

An associate's degree or technical certificate in Information Technology or a related field is preferred. Zero to two years of related experience in a help desk, service desk, or IT support role; or an equivalent combination of education, training (including internships, coursework, or hands-on lab experience), and experience.

TECHNICAL SKILLS

· Working knowledge of Windows 11 and basic familiarity with macOS, iOS, and Android.

· Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and basic Microsoft Entra ID (Azure AD) / Active Directory user administration.

· Understanding of basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN) and of common security practices such as MFA and phishing awareness.

· Experience with, or the ability to quickly learn, ITSM/ticketing systems, remote support tools, and endpoint management tools (such as Intune).

· Strong customer service, active listening, time management, and teamwork skills.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals in English. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to apply basic arithmetic and concepts such as fractions, percentages, ratios, and proportions to practical situations, such as storage capacity, bandwidth, and ticket metrics.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee frequently is required to stand; walk; stoop, kneel, crouch, or crawl; and talk or hear. The employee is occasionally required to climb or balance. The employee must occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.