The IT Support Specialist, Level I is responsible for diagnosing, troubleshooting, and resolving technical issues and end user requests. This includes responding to support requests, providing user training, assisting with new user onboarding, maintaining and upgrading existing hardware and software, staying current with information technologies, and recommending improvements as appropriate.

ESSENTIAL RESPONSIBILITIES include the following. Other duties may be assigned. 

• Provide first contact to users by responding to submitted support incidents through the IT ticketing system and calls to the helpdesk support line, gathering information to assess the extent of problems experienced.
• Log and maintain requests and support incidents in the helpdesk system; identify and document resolutions and repeatable fixes for frequent issues, suggesting improvements to reduce recurring problems.
• Respond to basic and moderately complex questions and assist users on computer and software-related issues (e.g., new user account setup, passwords, internet access, printing, operating personal computers, software, mobile devices).
• Escalate complex issues to Level II/III support staff for advanced troubleshooting and resolution.
• Assist with new user onboarding, including workstation setup, access provisioning, and orientation to IT systems.
• Develop documentation materials and provide user training as directed.
• Travel to Capri community locations as needed to assist other IT staff with setting up systems, troubleshooting network problems, and resolving hardware and software issues.
• Maintain accurate and updated inventory records of assigned equipment.
• Research and remain current with IT trends, system information changes, and recommend improvements.

SUPERVISORY RESPONSIBILITIES

This position does not have any supervisory responsibilities.  

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION and/or EXPERIENCE

• Associate’s degree in technical discipline or a combination of education and work experience.
• 0–2 years of helpdesk or IT support experience (internship or equivalent training may be considered).
• Proficiency with end-user devices including PCs, laptops, tablets, Windows, Android, iOS, and printers.
• Knowledge of Windows operating systems, current software, printers/fax/equipment, remote connectivity, and computing technologies.
• Understanding of IT standards, security, and network risks.
• Experience with Microsoft 365 administration at the user level, incident management, and inventory management tools.
• Demonstrated troubleshooting and problem-solving skills with attention to detail.
• Strong, positive customer service and communication skills – both written and oral – with ability to explain technical information to non-technical end users.
• Demonstrated ability to create technical knowledge base and training documentation.
• Ability to work both independently and in a team environment.
• Appropriate sense of urgency with a demonstrated ability to deliver.
• Working knowledge of a range of diagnostic utilities.

Capri Communities is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.