IT Support Specialist I

About the role

The IT Support Specialist provides technical support to end-users via telephone, in person, and through an IT Support ticketing system. This role serves as the first level of support for internal customer 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 the 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 not yet have 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.