IT Support Specialist

About the role

The IT Technical Support Specialist will play a pivotal role in providing advanced technical support to end users. This position requires deep technical expertise, exceptional problem-solving skills, and the ability to ensure the smooth operation of IT systems within the organization.

Responsibilities

• Provide advanced support for hardware, software, and networking issues, resolving complex problems escalated from Level 1 support.
• Perform advanced diagnostics and repairs on desktops, laptops, printers, and other peripheral devices.
• Troubleshoot operating systems and business applications, including diagnostic testing and repairs.
• Update, configure, and maintain core systems used by the Deskside Support team.
• Test new equipment to ensure compatibility with systems used at client.
• Complete project work and handle equipment refreshes.
• Assist with monitoring incidents and tasks within Ivanti
• Lead the installation, configuration, and maintenance of operating systems and enterprise applications.
• Assist with the setup, installation, and user training for new hardware and software.
• Ensure proper documentation and asset management.
• Provide timely updates on issue resolution and manage user expectations through effective communication.
• Participate in system upgrades, migrations, new equipment models, and other IT initiatives.
• Document solutions, procedures, and knowledge base articles to enhance team efficiency and support user self-service.
• Provide training to support staff to enhance overall team capabilities.
• Stay updated on the latest technology trends and best practices to recommend improvements and optimizations to existing systems and processes.
• Travel to client sites as needed to provide support.
• Other duties outlined by Information and Technology Management.

Qualifications

• Associate or Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
• 5+ years of experience in a technical support role, preferably at a Level 2 or 3 capacity.
• In-depth knowledge of Windows operating systems and troubleshooting techniques.
• Proficiency in troubleshooting Windows operating systems and common productivity applications.
• Strong understanding of networking concepts, including TCP/IP, DNS, and VPN connectivity.
• Excellent analytical and problem-solving skills with a proactive, customer-oriented attitude.
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.