About the position
The IT Support Specialist plays a crucial role in supporting and maintaining the organization's computer systems, desktops, and peripherals. This position involves a variety of tasks including the installation, diagnosis, repair, maintenance, and upgrading of all organizational hardware and equipment. The IT Support Specialist is responsible for ensuring optimal workstation performance and providing timely assistance to end-users. This role requires a proactive approach to troubleshooting problem areas, whether in person, by telephone, or through work orders, ensuring that all issues are resolved efficiently and effectively. In this position, the IT Support Specialist acts as the initial point of contact for all computer and system-related concerns from employees. This includes diagnosing problems to resolve calls related to various supported computer hardware, software, and operating systems. The specialist will install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver the required desktop service levels. Collaboration with IT leadership is essential to ensure the efficient operation of the organization's desktop computing environment. Additionally, the IT Support Specialist will support the development and implementation of new computer projects and hardware installations. This includes administering and resolving issues with end-user workstation network software products, responding to incoming calls, pages, and work orders regarding desktop problems, and ensuring that desktop connections, such as network jacks, are functioning properly. The role also involves liaising with third-party support and PC equipment vendors to resolve issues and maintain service quality. Overall, the IT Support Specialist is integral to maintaining the technological backbone of the organization, ensuring that all employees have the tools they need to perform their jobs effectively.
Responsibilities
- Acts as the initial point of contact for all computer and system-related concerns from employees.
- Diagnoses problems to resolve calls on various supported computer hardware, software, and operating systems.
- Installs, configures, tests, maintains, monitors, and troubleshoots end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products.
- Collaborates with IT leadership to ensure efficient operation of the organization's desktop computing environment.
- Supports development and implementation of new computer projects and new hardware installations.
- Administers and resolves issues with end-user workstation network software products.
- Receives and responds to incoming calls, pages, and/or work orders regarding desktop problems.
- Ensures that desktop connections, i.e., network jacks are in proper working order.
- Liaisons with third-party support and PC equipment vendors.
- Performs related duties consistent with the scope and intent of the position.
Requirements
- Proven experience in IT support or a related field.
- Strong knowledge of computer hardware, software, and operating systems.
- Ability to troubleshoot and resolve technical issues in a timely manner.
- Excellent communication skills to assist end-users effectively.
- Experience with network hardware and peripheral devices.
Nice-to-haves
- Certifications in IT support or related areas (e.g., CompTIA A+, Microsoft Certified).
- Experience with project management related to IT implementations.
- Familiarity with various operating systems and software applications.
