IT Technical Support Specialist

JOB POSTING TITLE
IT Technical Support Specialist

JOB DESCRIPTION
We are seeking an IT Technical Support Specialist to join our team. The ideal candidate will have experience in supporting help desk operations, managing ticket assignments, and resolving technical support requests across multiple locations. The role requires strong problem-solving skills, the ability to work independently, and familiarity with IT policies and procedures. The IT Technical Support Specialist will be responsible for diagnosing user problems, providing solutions with limited supervision, and ensuring efficient and effective customer support.

RESPONSIBILITIES

• Manage and document all support requests in the designated tracking system(s).
  
• Verify the availability and proper installation of computers, software, applications, and components.
  
• Receive and assess user requests to identify error situations and technical problems; monitor tickets for successful resolution.
  
• Determine if issues are related to hardware, software, or network; assign tasks to technicians based on request type, severity, urgency, and availability.
  
• Educate users on proper policies and procedures for accessing IT support services.
  
• Maintain detailed records of all assets, including hardware, software, systems, components, warranties, subscriptions, renewals, and more, in the tracking system(s).
  
• Create and maintain documentation for workflow processes, policies, and procedures.
  
• Provide technical support and services to all onsite locations, including over 220 locations in Philadelphia.
  
• Maintain personal transportation and be comfortable traveling within the city of Philadelphia.
  
• Be flexible with work hours, including nights, weekends, and on-call availability when necessary.
  
• Perform related tasks as required.
  

QUALIFICATIONS

Required

• Proven experience in technical support and help desk operations.
  
• Ability to establish and maintain effective working relationships with team members.
  
• Strong skills in troubleshooting and diagnosing technical issues, with experience performing minor maintenance and repair tasks.
  
• Ability to evaluate computing equipment and provide recommendations to management based on cost, efficiency, and compatibility.
  
• Experience in analyzing and resolving network-related problems.
  
• Ability to modify network computing equipment and peripheral devices to meet user needs.
  
• Willingness and capability to perform physically strenuous tasks such as installing or replacing cables, carrying heavy equipment, climbing ladders, and working in confined spaces.
  
• Flexibility with work schedules, including availability for on-call duties.
  

Preferred

• Experience in documenting and implementing IT policies and procedures.
  
• Familiarity with IT asset management and tracking systems.
  
• Experience providing technical support across multiple locations.
  
• Strong communication and organizational skills.
  

This position requires a dedicated professional who is ready to tackle technical challenges and provide exceptional support to our team and customers. If you have a passion for IT support and enjoy working in a dynamic environment, we encourage you to apply.

ABOUT US

Headquartered in Philadelphia PA, Connexus Technology provides organizations in a wide variety of industries with IT Staff Augmentation and Digital Transformation solutions. For twenty years, Connexus has helped customers improve their operations and profitability with innovative software solutions, and expert consultants. Connexus has won numerous awards, such as innovative business of the year by the Philadelphia Chamber of Commerce and Healthcare Consultants of the year by the United Way and the Philadelphia business journal. Connexus has long understood that our value resides in the expertise of our people and our processes to support their success. To date, our vision is to be an organization where the sky's the limit; a place where people have an opportunity to reach their fullest potential through career opportunities in technology and business. We want to act as a beacon of light in the global community through sustainable business practices that exemplify servant leadership.

Applicants must be authorized to work for any employer in the U.S.