Job Title: IT Support Specialist
Location: United States (On-site / Hybrid)
Department: Information Technology
Job Summary
The IT Support Specialist is responsible for providing technical assistance and support to end-users, ensuring the efficient operation of computer systems, hardware, and software. This role involves troubleshooting issues, maintaining IT infrastructure, and delivering excellent customer service to internal or external stakeholders.
Key Responsibilities
- Deliver frontline technical assistance for hardware, software, and network-related concerns
- Address help desk requests, emails, and support calls within defined timelines
- Install, configure, and support desktops, laptops, printers, and mobile devices
- Create and manage user accounts, access rights, and password settings
- Diagnose and resolve issues related to Windows and macOS operating systems
- Provide support for cloud platforms such as Microsoft 365 or Google Workspace
- Assist in resolving connectivity, VPN, and wireless network issues
- Maintain accurate records of incidents, resolutions, and IT procedures
- Ensure systems remain updated with current patches and security updates
- Ensure excellent customer service and communication throughout the support process
- Coordinate with Level 1, Level 2, and infrastructure support teams
- Track ticket progress and ensure issues are resolved within SLA timelines
Required Skills & Qualifications
Education & Experience
- Bachelor's degree in computer science, Information Technology, or a related discipline
- 4–5 years of experience in IT support or technical support roles
- Strong capability to troubleshoot technical issues and provide user assistance
- Comprehensive understanding of computer hardware, software, and networking concepts
- Ability to assess technical requirements and train end users effectively
- Hands-on experience with IT service management tools such as HaloPSA orServiceNow
- Experience creating technical documentation and tracking performance metrics
- Solid understanding of database administration and system security practices
- Ability to stay updated with emerging technologies and IT support trends
- Excellent verbal, written, and interpersonal communication skills
Technical Skills
- Proficiency in operating systems including Windows and macOS
- Fundamental knowledge of networking concepts such as TCP/IP, DNS, and DHCP
- Experience using ticketing platforms like ServiceNow, Jira, or Zendesk
- Familiarity with Active Directory, remote desktop applications, and user support tools
Soft Skills:
- Strong communication and interpersonal skills
- Problem-solving and analytical thinking
- Ability to work independently and in a team
Preferred Qualifications
- Certifications such as CompTIA A+, Network+, or Microsoft certifications
- Experience with cloud platforms (Azure, AWS)
- Prior help desk or technical support experience
