IT Support Specialist

Job Summary:

The IT Support Specialist will play a pivotal role in providing exceptional customer support and assisting in resolving trouble tickets and service requests. The IT Support Specialist assists the business with all IT equipment; laptop, desktops, printers, scanners, access points (APs) as well as networking: WIFI, VPN, and/or LAN.

Essential Functions:

• Desktop Support and Troubleshooting: Assists in providing timely and efficient technical support to end-users for desktop hardware, software, printers, and peripherals. Aid in the diagnose and assist in resolving technical issues related to operating systems, applications, and network connectivity. Participates in proper documentation and resolution tracking of support tickets using our ticketing system.
• Procurement and Deployment: Collaborate with stakeholders and Senior Support Specialist to identify hardware and software needs. Deploy IT equipment including desktops, laptops, monitors, and peripherals. Helps maintain accurate inventory records and ensure compliance with procurement procedures.
• Supporting Conference Room Equipment: Assist in maintaining conference room equipment such as projectors, audio/video systems, and teleconferencing tools. Assists in troubleshooting and resolving technical issues to ensure seamless meetings and presentations.
• Client Patching: Comply with patching schedules and execute updates in accordance with established policies and procedures.
• New Employee Onboarding: Assist in setup for new employees. Including account provisioning, hardware setup, and software installation. Collaborate with new hires to familiarize them with IT policies, procedures, and resources.
• User Account Management: Aids in the provision user accounts across various systems and applications. Acts in a manner to ensure compliance with security policies and regulatory requirements. Assists with access requests, modifications, and terminations in a timely manner.
• Hardware and Software Management: Complies with tracking IT equipment and software licenses.
• Network Infrastructure: Assists in setting up and maintaining network infrastructure, including routers, switches, and access points.
• Documentation: Uses documentation, knowledge base articles, and user guides to solve issues. Assist in escalation when additional documentation, knowledge base articles, or user guides are needed to support the business.
• Compliance: Acts in a manner that ensures compliance with IT policies, procedures, and legal and regulatory requirements.