IT User Support Specialist

Responsibilities

• Serve as the first point of contact for end users seeking IT support via phone, email, or in person.
• Troubleshoot and resolve hardware, software, and basic network issues through remote and onsite support.
• Install, configure, maintain, and repair PCs, peripherals, and software applications.
• Escalate unresolved technical issues to higher-level support teams when necessary.
• Record, track, and update incidents and resolutions using the ticketing system.
• Manage user accounts, password resets, and access requests.
• Reimage and deploy computers, replace defective hardware, and perform routine system maintenance.
• Provide end-user training and guidance on hardware, software, and IT best practices.
• Prepare and maintain technical documentation, user guides, and FAQ materials.
• Identify opportunities to improve IT support processes and enhance customer satisfaction.

Qualifications

• Bachelor's degree or equivalent work experience in Information Technology, Computer Science, or a related field.
• 2+ years of experience in IT Help Desk, Desktop Support, or User Support.
• Strong knowledge of Windows operating systems, Microsoft Office 365, and PC hardware/software troubleshooting.
• Experience installing, configuring, and maintaining computer hardware and software.
• Familiarity with ticketing systems and IT support documentation.