IT Support Specialist

Major Duties And Responsibilities

• Provide technical support for over 350 local users and 1,700 remote users, ensuring seamless operations across diverse environments.
• Document all issues, troubleshooting steps, and resolutions in real time using a centralized support ticketing system.
• Maintain an accurate inventory of technology assets, including hardware, software, and licensing compliance.
• Independently research and interpret user manuals to identify solutions for complex technical issues.
• Prioritize, diagnose, and resolve hardware and software issues related to computers, printers, peripherals, and telecommunication equipment.
• Offer expert support for Windows OS, Microsoft Office Suite, Active Directory, and various commercial and proprietary applications.
• Manage and troubleshoot networked multifunction devices, including printing, scanning, and faxing capabilities.
• Collaborate with vendor support teams such as Dell, HP, Xerox, Microsoft, Juniper, and specialized software providers.
• Provide technical assistance for Point of Sale (POS) systems.
• Conduct follow-ups on resolved tickets to ensure user satisfaction and issue closure.
• Set up and support technology for presentations and meetings.
• Willing to travel up to 10%, including occasional overnight stays.
• Escalate unresolved or specialized issues to appropriate IT teams.
• Perform software installations and upgrades on end-user devices.

Qualifications

• Demonstrated experience in troubleshooting hardware, software, and network issues, or equivalent education and training.
• Prior customer service experience or training is highly advantageous.
• Strong interpersonal skills are essential.
• A minimum of three years in an IT support role within a corporate environment is required.
• Proven experience in resolving IT-related issues in a professional setting is essential.

Skills

• Demonstrates a proactive approach to learning and adapting to emerging technologies across multiple platforms.
• Possesses excellent verbal and written communication skills for effective support via phone, in-person, and email.
• Strong interpersonal skills with the ability to build positive working relationships.