IT Support Specialist

Position Summary

The IT Support Specialist provides first-level technical support for end users, ensuring the effective operation of hardware, software, and network-based systems. This role is responsible for troubleshooting technical issues, supporting day-to-day IT operations, configuring applications, and maintaining end-user equipment. The IT Support Specialist serves as a key resource for internal customers, delivering timely support while contributing to the stability and performance of the organization's technology environment.

Responsibilities

• Provide first-level support for end-user hardware, software, and application issues.
• Deliver day-to-day technical support and resolve moderately complex technical problems.
• Install, configure, and troubleshoot internally supported applications.
• Diagnose and repair PC hardware issues and perform basic hardware maintenance.
• Support user onboarding activities, including account setup and provisioning access to network-based systems.
• Conduct IT orientation sessions or technical training for new employees as needed.
• Manage and support assigned infrastructure solutions, implementing configuration changes as recommended by IT Systems Engineers.
• Provide analytical support and technical consultation to internal customers.
• Work from established specifications to develop, modify, test, and troubleshoot hardware and software solutions.
• Assist with testing, debugging, documentation, and maintenance of systems and applications.
• Maintain accurate records of service requests, resolutions, and system changes.
• Perform additional duties and projects as assigned by management.

Qualifications

Education & Experience
One of the following combinations of education and experience is required:

• High School Diploma, technical certification, or equivalent with 5+ years of relevant IT support experience; or
• Associate Degree with 2-5 years of relevant IT support experience; or
• Bachelor's Degree with 0-2 years of relevant experience.

Required Skills & Competencies

• Working knowledge of desktop hardware, software, operating systems, and end-user support practices.
• Ability to troubleshoot and resolve moderately complex technical issues.
• Broad understanding of core IT support functions and technologies.
• Strong analytical and problem-solving skills.
• Proficiency in customer service and technical support delivery.
• Ability to learn new technologies quickly and adapt to changing business needs.
• Effective organization, time management, and prioritization skills.
• Strong written and verbal communication skills.
• Demonstrated willingness to seek and apply feedback for continuous improvement.

Scope & Decision Making

• Works on issues of limited to moderate complexity.
• Applies established procedures and standard practices to identify and resolve technical problems.
• Exercises judgment within defined guidelines and escalates complex issues when appropriate.
• Operates with a moderate degree of independence while receiving direction on priorities and assignments.

Collaboration & Communication

• Builds and maintains productive working relationships within the IT team and across departments.
• Provides professional, customer-focused support to internal stakeholders.
• Collaborates effectively with engineers, administrators, and other technical teams.
• Communicates technical information clearly to both technical and non-technical audiences.

Desired Skills and Experience

• IT Help Desk
• IT Service Desk
• Desktop Support
• Tier 2 Support
• Microsoft