Information Technology Specialist

Job Summary:

We are seeking a skilled and customer-focused IT Support Specialist to join our Help Desk team. The ideal candidate will be responsible for providing technical assistance and support related to computer systems, hardware, software, and network issues. The goal is to ensure high levels of customer satisfaction by resolving technical issues in a timely and effective manner.

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Install, configure, and maintain desktop/laptop computers, printers, and other IT equipment.
• Set up and support user accounts, permissions, and passwords in Active Directory and other systems.
• Provide support for Windows, macOS, Office 365, VPN, and common enterprise software tools.
• Escalate complex issues to higher-level IT staff or external vendors as needed.
• Document issues, solutions, and processes in the IT knowledge base and ticketing system.
• Assist with onboarding/offboarding of employees, including setting up workstations and IT orientation.
• Ensure all IT equipment and software is maintained and updated according to company policies.
• Contribute to ongoing IT improvement initiatives and user training.

Requirements:

Education & Experience:

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent work experience).
• 1–3 years of proven experience in IT support/help desk roles.

Technical Skills:

• Strong knowledge of Windows and Mac operating systems.
• Familiarity with Active Directory, Microsoft 365, remote support tools, and ticketing systems (e.g., ServiceNow, Zendesk).
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with antivirus, backup, and endpoint management tools.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Customer-service oriented with a positive, professional attitude.
• Ability to work independently and in a team environment.

Preferred Certifications (Optional but a plus):

• CompTIA A+, Network+, or similar.
• Microsoft Certified: Modern Desktop Administrator Associate.
• ITIL Foundation Certification.