IT Support

SUMMARY:
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POSITION INFO:

We are seeking a proactive and detail-oriented IT Support Specialist to provide technical assistance and support to end-users across the organization. The role involves diagnosing and resolving hardware and software issues, maintaining IT infrastructure, and ensuring optimal functionality of technology systems.

Responsibilities and Duties

• Technical Support:
  • Provide first-level support to users via phone, email, or in-person for hardware, software, and network-related issues.
  • Troubleshoot and resolve issues related to operating systems, applications, and peripheral devices.
• System Administration:
  • Assist in setting up and configuring new hardware and software.
  • Monitor and maintain computer systems and networks.
  • Manage user accounts, permissions, and access rights in Active Directory or equivalent systems.
• Documentation & Reporting:
  • Maintain detailed logs of support requests and resolutions in a ticketing system.
  • Create and update technical documentation, including user guides and FAQs.
• Preventative Maintenance:
  • Perform routine system updates, backups, and patch management.
  • Ensure compliance with IT security policies and standards.
• Collaboration & Training:
  • Liaise with third-party vendors for hardware repairs and software issues.
  • Provide basic IT training to staff and recommend best practices for system usage.

Desired Experience & Qualification

• Educational Background:
  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Technical Skills:
  • Strong knowledge of Windows/macOS operating systems, Microsoft Office Suite, and common enterprise applications.
  • Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
  • Experience with ITSM tools (e.g., ServiceNow, Jira).
• Soft Skills:
  • Excellent problem-solving and analytical skills.
  • Strong verbal and written communication abilities.
  • Ability to work both independently and collaboratively in a team environment.

• Preferred Qualifications
  • Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications (e.g., MCSA).
  • Experience with cloud platforms like Microsoft Azure or AWS.
  • Familiarity with remote desktop tools and virtualization software (e.g., VMware, Citrix).