What are the responsibilities and job description for the IT Support Specialist position at CEMA, Escuela de Ingeniería y Arquitectura?
IT Support Specialist
Location: United States
Employment Type: Full-Time
We are seeking a skilled and customer-focused IT Support Specialist (H/F) to provide technical support and assistance to end users. The successful candidate will troubleshoot hardware, software, network, and system issues while ensuring a high level of customer satisfaction. This role is responsible for maintaining IT systems, resolving technical problems, and supporting day-to-day technology operations.
Key Responsibilities- Provide technical support to employees via phone, email, chat, and ticketing systems.
- Diagnose and resolve hardware, software, network, and system-related issues.
- Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals.
- Manage user accounts, permissions, and access using Active Directory and other identity management tools.
- Support Microsoft 365, email systems, collaboration tools, and business applications.
- Monitor and respond to support tickets in accordance with service level agreements (SLAs).
- Document incidents, resolutions, and technical procedures.
- Escalate complex issues to senior IT staff or specialized teams when necessary.
- Assist with IT asset management, software deployments, and system upgrades.
- Maintain security best practices and support cybersecurity initiatives.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 1–3 years of experience in IT Support, Help Desk, Technical Support, or a related role.
- Knowledge of Windows operating systems, Microsoft 365, Active Directory, and common business applications.
- Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or similar.
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.
- Strong troubleshooting and problem-solving skills.
- Excellent customer service and communication abilities.
- Experience supporting remote and hybrid work environments.
- Knowledge of Microsoft Azure, Intune, and endpoint management tools.
- Familiarity with cybersecurity best practices.
- Experience with hardware deployment and system administra