IT Support Specialist I

About the role

The IT Support Specialist will provide technical support to end-users via telephone, in person, and through an IT Support ticketing system. This role is the first level support for internal customer support and technical issues.

Responsibilities

• Answer phone calls and emails and enter or update IT Support tickets from end users requiring technical support
• Ensure all issues, actions taken, and resolutions are thoroughly documented in the IT Support ticketing system
• Monitor IT Support ticketing system and quickly and effectively respond to and work new issues
• Evaluate urgency of and prioritize IT Support issues effectively
• Provide exceptional customer service to end users while resolving their IT issues
• Configure and troubleshoot workstations, printers, software, and hardware
• Assist with onboarding of new users and configuration of new sites' equipment
• Be proactive and find and resolve IT issues that may have not yet been reported
• Know when to escalate issues to the IT Support Supervisor or higher-level support
• Work directly with network and telephone vendors for troubleshooting
• Perform other duties as requested by the supervisor or director