IT Support Specialist
2 days ago
Job Title:
IT Support Specialist
Overview
This role involves providing initial technical support to end-users, troubleshooting basic technical problems, escalating complex issues to higher-level support, and offering exceptional customer service.
Key Responsibilities:
- Respond to incoming IT support tickets in a timely manner.
- Log, categorize, and prioritize all incoming IT support tickets.
- Perform troubleshooting of hardware, software, applications, and network connectivity issues.
- Assist users with password resets, account unlocks, and basic application support.
- Escalate complex or unresolved issues to engineers with detailed notes and logs.
- Collaborate with the team to maintain accurate and up-to-date documentation of IT procedures and solutions.
- Educate users on common IT issues and best practices.
- Contribute to continuous improvement initiatives for service desk operations.
Qualifications and Skills:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
- 2+ years of experience in an IT service desk role.
- Strong understanding of systems, Windows systems, administration, Google Applications, and common business applications.
- Basic knowledge of fundamentals (TCP/IP, DNS, VPN).
- Excellent communication and interpersonal skills.
- Ability to troubleshoot and resolve technical issues efficiently.
- Customer-centric mindset with a focus on delivering positive user experiences.
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