It Support Specialist (On-Site)

Job Purpose: The IT Support Specialist will provide technical assistance and support related to computer systems, hardware, or software. The IT Support Specialist will respond to client requests, isolate problems, and determine and implement solutions. Additionally, this individual will manage software support applications as well as various helpdesk ticket tasks and customer support.

Duties/Responsibilities:

• Oversee the daily performance of computer systems.
• Assists users by answering questions regarding computer software or hardware operation and providing support to resolve problems in a timely manner.
• Provides problem resolution, reassigning or escalating advanced inquiries to appropriate technician or staff.
• Troubleshoot computer hardware and software problems by conferring with users or conduct computer diagnostics to investigate and resolve problems.
• Troubleshoot network connection issues using best practice methods and tools.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Setup, maintain, and operate VOIP telephone system. This includes user and hardware configuration and management.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Supports large IT projects by completing technical tasks and coordinating with vendors.
• Performs other related duties as assigned.

Required qualifications:

• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite or related software.
• Familiar with VOIP and video conferencing technologies.
• Familiar with network troubleshooting and setup.
• Excellent organizational skills and attention to detail.
• Excellent interpersonal skills.
• Ability to explain technical information in understandable language to nontechnical staff members.

Education/Certification/etc required:

• High school degree required
• Bachelor’s degree in IT or related discipline preferred
• 4 years of experience managing IT customer support operations (help desk/service desk/desktop)

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Some travel is required.
• Must be able to lift up to 30 pounds at times.