Technical Support Specialist

About the Role

We are seeking a skilled and proactive IT Technician to support, maintain, and improve our organization’s IT infrastructure. The ideal candidate will troubleshoot hardware and software issues, assist users with technical support, and ensure systems run smoothly and securely. This role plays a critical part in ensuring business continuity and supporting our compliance with IT policies and best practices.

Responsibilities

• Diagnosing and troubleshooting technical issues across hardware, software, and network systems
• Providing step-by-step guidance and walkthroughs to customers and team members
• Installing, configuring, and performing minor repairs on computer hardware and software systems
• Helping customers diagnose technical issues in person or remotely
• Delivering remote and on-site technical support to end-users
• Maintaining optimal functionality of computer systems and related technologies
• Supporting software updates, maintenance, and troubleshooting
• Working with Windows operating systems, including setup, maintenance, and troubleshooting
• Creating and updating internal process documentation and knowledge base articles
• Collaborating with third-party vendors for support and service delivery
• Managing technical support cases via phone, email, and ticketing systems
• Assisting with system and software evaluations, including analyzing requirements and recommending improvements
• Escalating unresolved issues to higher-level support teams or third-party vendors when necessary

Requirements

• Associate’s or bachelor’s degree in IT, Computer Science, or related field preferred; relevant certifications (e.g., CompTIA A+, Microsoft Certified) are a plus
• Prior experience working on a Helpdesk, in IT, or similar technical function
• Experienced in multitasking, prioritizing, and managing time effectively
• Skilled in professional written and interpersonal communication, with a strong ability to convey complex technical information clearly and effectively to non-technical audiences
• Proficient with Microsoft Excel, Word, PowerPoint, and Outlook
• Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) is a plus
• Ability to lift twenty-five pounds
• Repeated use of sight to read documents and computer screens
• Repeated use of hearing and speech to communicate on telephone and in person
• Repetitive hand movements, such as keyboarding, writing, 10-key
• Walking, bending, sitting, reaching, and stretching in all directions

Skills

• Ability to analyze and solve problems
• Attention to detail
• Strong communication skills (verbal and written)
• Timely task completion
• Team collaboration
• Client focus
• Dependability
• Creative thinking
• Organizational skills
• Adaptability

Licensing and Credentials

Relevant certifications (e.g., CompTIA A+, Microsoft Certified) are a plus. A Property and Casualty Insurance License is to be obtained within three months of employment.