IT Support

### **Job Title: IT Support Specialist** **Location:** [Insert Location/Remote/Hybrid] **Department:** Information Technology **Reports To:** [Insert Title, e.g., IT Manager] **Employment Type:** [Full-Time/Part-Time/Contract] --- ### **Job Summary** We are seeking a detail-oriented and proactive IT Support Specialist to join our technology team. The ideal candidate will serve as the primary point of contact for technical support, ensuring the seamless operation of our company’s computing environment. You will be responsible for troubleshooting hardware and software issues, managing user accounts, and maintaining network connectivity for both in-office and remote employees. The successful candidate will combine technical expertise with exceptional customer service skills to resolve issues efficiently and minimize downtime. --- ### **Key Responsibilities** **Technical Support & Troubleshooting:** * Serve as the first point of contact for end-users seeking technical assistance via help desk ticketing system, phone, or in-person. * Diagnose and resolve technical hardware and software issues, including OS troubleshooting (Windows/macOS), printer connectivity, and peripheral malfunctions. * Provide support for business-critical applications, including Microsoft 365/Google Workspace, Slack, Zoom, and internal proprietary software. * Perform remote troubleshooting to assist remote staff with connectivity and application access issues. **System Administration & Maintenance:** * Manage user accounts, permissions, and access rights across the organization (Active Directory/Okta/Azure AD). * Set up, configure, and deploy workstations (laptops/desktops) for new hires. * Maintain an up-to-date inventory of all IT assets and hardware components. * Assist in the maintenance of local network infrastructure, including Wi-Fi access points, routers, and switches. **Security & Compliance:** * Ensure all workstations adhere to company security policies, including mandatory updates, antivirus deployment, and disk encryption. * Monitor system logs and security alerts, escalating potential threats to the IT Security team. * Support data backup processes and ensure disaster recovery protocols are followed. **Documentation & Training:** * Create and update internal knowledge base articles, "How-To" guides, and troubleshooting documentation for staff. * Provide onboarding training to new employees regarding company technology usage and security best practices. --- ### **Required Qualifications** **Education & Experience:** * Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience). * 2–4 years of experience in an IT Help Desk or Desktop Support role. * CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate certifications are highly preferred. **Technical Skills:** * Proficient in Windows 10/11 and macOS operating systems. * Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs). * Hands-on experience with Microsoft 365 administration (Exchange, SharePoint, Teams). * Experience with Mobile Device Management (MDM) solutions (e.g., Jamf, Intune). * Familiarity with ticketing systems (e.g., Jira Service Management, Zendesk, Freshservice). **Soft Skills:** * **Customer Service Mindset:** Ability to communicate complex technical concepts to non-technical users in a professional and patient manner. * **Problem-Solving:** Strong analytical skills with the ability to troubleshoot and resolve issues independently under pressure. * **Time Management:** Ability to prioritize multiple requests and manage workload effectively in a fast-paced environment. * **Integrity:** Proven ability to handle sensitive information and maintain confidentiality. --- ### **Physical Requirements & Working Conditions** * Ability to occasionally lift and move computer equipment weighing up to [e.g., 30 lbs]. * [Optional] Availability to participate in an after-hours on-call rotation as needed.