Information Technology Specialist Level 1

About the Role

The IT Specialist I is responsible for providing technical support to customers as a member of our Service Desk. Support includes network connectivity and incidents, desktop and workstation infrastructure, backup monitoring, operating systems, software, hardware, and peripherals.

Key outcomes include building a knowledgeable support team, developing strong customer relationships, expanding software and IT services, and achieving revenue objectives.

Responsibilities

• Provide first-level support, including incident and request handling with a focus on first-call resolution; use best practices for incident management, detailed ticket documentation, and root-cause analysis.
• Diagnose, triage, and escalate incidents and requests to appropriate level-two and level-three personnel.
• Respond to incidents, service requests, and questions within required response times and service levels.
• Provide on-site and remote technical support for workstations, laptops, operating systems, software, hardware, printers, and peripherals.
• Troubleshoot and repair hardware and software issues on multiple operating systems.
• Assist in system upgrades and maintenance, including memory, hard drives, video cards, and power supplies.
• Deploy software and system images for multiple operating systems and hardware.
• Configure and support various mobile devices and tablets.
• Develop technical documentation and processes for standard problems and issues.
• Engage in professional development through educational opportunities, training, and certifications.
• Ensure customer needs are met through timely follow-through and a high-quality customer experience.
• Report all billable time accurately and timely for payroll and customer billing.
• Be fiscally responsible and provide high-quality solutions.

Requirements

• 2+ years of end-user support experience in a technology-related field, providing hardware, software, and desktop support.
• Expert knowledge in Microsoft Windows Operating Systems, Microsoft Office suite (Office 365 preferred), desktop deployment technologies, and hardware/software components of Windows-based computers, smartphones, and tablets.
• Basic knowledge of networking and Windows Server Administration fundamentals and concepts (a plus).
• Experience with PSA and RMM tools such as ConnectWise Manage and ConnectWise Automate.
• Strong collaboration skills and ability to work closely with team members on projects and problem-solving.
• Ability to operate independently, balance multiple projects, and meet deadlines.
• Excellent customer service abilities and strong written/verbal communication skills.
• Associate or Bachelor’s degree required; technology-related field preferred.
• Passion and strong understanding of the industry and our business mission.

Skills & Knowledge Areas

• Remote Monitoring
• Microsoft workstation environments (Windows 7, 8, 10, and Office applications)
• Microsoft server environments (Active Directory, Terminal Services)
• Cloud experience – Office 365
• Email – Office 365, Google, Email server environments
• Networking (routers, firewalls, VPNs, wireless)
• Anti-virus, Anti-SPAM, and Anti-Spyware
• Backup Solutions
• Virtual Machine environments (VMware)

Training & Development

• Ongoing professional training (in-house, webinars, and applicable off-site third-party training/technology conferences) provided by Catalyst IT.
• Self-directed training through reading, research, webinars, and other applicable media.

Performance Review

Performance will be reviewed periodically, with an annual performance review discussing historical performance and future planning.