IT Support Specialist
Hudson Community Enterprises - Jersey City, NJ
posted 3 months ago
About the position
In the IT Support Specialist role at Hudson Community Enterprises, you will be responsible for providing routine guidance and support to users of the IT system and its components. This support will be delivered through various channels including phone, email, computer chat, and in-person interactions. A deep understanding of IT concepts is essential, and you are expected to stay updated with the latest technology trends to effectively assist users. Success in this position will be measured by your ability to quickly resolve trouble tickets, minimize downtime, and enhance overall IT operations. You will need to ask the right questions and utilize your knowledge and available resources to diagnose and resolve issues efficiently. Your essential functions will include receiving and processing user ticket requests related to hardware, software, and networking issues. You will be tasked with resolving computer problems and system errors, setting up and configuring new computer and internet equipment, and performing routine inspections of equipment. Additionally, you will update computer software and operating systems, guide users through computer-related concerns both remotely and physically, and conduct remote troubleshooting by testing alternative pathways until issues are resolved. Customizing desktop applications to meet user needs, recording technical issues and solutions in logs, and directing unresolved issues to the next level of support personnel will also be part of your responsibilities. Following up with clients to ensure system functionality and reporting customer feedback, along with potential product requests and suggestions, are crucial to maintaining high service standards. You will also assist in the creation of technical documentation and user manuals to support ongoing IT operations.
Responsibilities
- Receive and process user ticket requests regarding hardware, software, and networking issues.
- Resolve computer problems and system errors.
- Set up and configure new computer and internet equipment.
- Perform routine inspection of equipment.
- Update computer software and operating systems.
- Guide and assist in computer-related concerns, remotely or physically.
- Conduct remote troubleshooting; test alternative pathways until issues are resolved.
- Customize desktop applications to meet user needs.
- Record technical issues and solutions in logs.
- Direct unresolved issues to the next level of support personnel.
- Follow up with clients to ensure system functionality.
- Report customer feedback and potential product requests and suggestions.
- Assist in the creation of technical documentation and user manuals.
Requirements
- Bachelor's degree in computer science or related field.
- Prior experience in desktop support technician or similar role preferred.
- Proficient in MS Office 365 Suite and IT-related applications with Windows and light Mac OS environments.
- Experience with Digitech Systems software products and knowledge of production scanning equipment (Canon, Kodak) preferred.
- Proficiency in Active Directory infrastructure management.
- Working knowledge of office automation products and computer peripherals, such as printers and scanners.
- Comfortable with hardware troubleshooting and disassembly when needed.
- Knowledge of network security practices and anti-virus programs.
- Effective time-management skills.
- Careful, precise, thorough work ethic with high personal integrity.
- Exceptional customer service, interpersonal abilities, and coordination skills.
- Ability to work with a diverse population while maintaining an inclusive mindset.
- Excellent problem-solving and multitasking skills.
Nice-to-haves
- Experience with Digitech Systems software products and knowledge of production scanning equipment (Canon, Kodak) preferred.
Benefits
- Health insurance
- Dental insurance
- 401(k)
- Flexible spending account
- Paid time off
- Vision insurance
- 401(k) matching
- Life insurance
