Essential Functions
Provide technical support and troubleshooting for desktop, laptop, and mobile devices, including operating system, hardware, and software issues.
Consulting with IT managers and other departments as required
Providing IT assistance to staff and customers
Training end-users on hardware functionality and software programs
Resolving logged errors in a timely manner
Monitoring hardware, software, and system performance metrics
Updating computer software. as well as upgrading hardware and systems
Maintaining databases and ensuring system security
Documenting processes and performing diagnostic tests
Keeping track of technological advancements and trends in IT support
Required Education and Experience
Bachelor’s degree in programming, computer science, computer engineering, or equivalent professional experience.
3-5 years of experience as an IT support specialist
Proficiency in Python programming, with experience using it for automation, scripting, and troubleshooting.
Exceptional ability to provide technical support and resolve queries
In-depth knowledge of computer hardware, software, and networks
Ability to determine IT needs and train end-users
Proficiency in IT helpdesk software
Experience in documenting processes and monitoring performance metrics
Advanced knowledge of database maintenance and system security
Ability to keep up with technical innovation and trends in IT support
Exceptional interpersonal and communication skills
Preferred Skills
Five or more years of experience in IT
Deep knowledge of programming languages and operating systems (ex: Microsoft Exchange, Active Directory), current equipment and technologies, enterprise backup and recovery procedures, and systems performance monitoring
Experience in implementing, configuring, and testing IT solutions
Strong creative and analytical thinking
Competencies
People skills – Treats others with courtesy and respect regardless of their status or position; keeps emotions under control; approaches others in a tactful manner; maintains confidentiality; effectively separates personal issues and problems from work responsibilities and activities.
Oral Communication – Speaks clearly, confidently, and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
Written Communication – Writes clearly, accurately, and informatively; presents numerical data accurately and effectively; can read and interpret written technical information.
Teamwork – Contributes to building a positive team spirit, shares knowledge and experience.
Diversity – Shows respect and sensitivity for cultural differences; promotes a tolerant, respectful, and harassment-free environment.
Ethics – Maintains confidentiality; works ethically and with integrity; upholds personal and organizational values.
Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time; supports organization’s goals and values.
Planning / Organizing – Uses time efficiently; strives to understand and satisfy priorities.
Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments; continuously strives to increase knowledge and skills.
Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality; is not satisfied with anything less than 100% conformance with all requirements.
Quantity – Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly while maintaining quality of work.
Safety and Security – Observes safety and security procedures, reports potentially unsafe conditions and security issues.
Adaptability – Able to deal with frequent changes, delays, and/or unexpected events.
Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with alternate plan; shows a willingness to perform any task required to meet the company’s goals and objectives, and its commitments to its customers.