What are the responsibilities and job description for the Information Technology Support Specialist position at Infojini Inc?
The Client is looking for an IT Specialist to provide generalized day to day IT support.
Complete Description:
The Client is seeking an experienced and highly skilled IT Support Specialist with 6 years of hands-on IT support experience to serve as the primary point of contact for technical issues, troubleshooting, user support, endpoint administration, and ensuring a smooth day‑to‑day technical operation.
This role is a great fit for someone who enjoys solving problems, mentoring junior technicians, owning issues end-to-end, and improving processes.
Key responsibilities include but are not limited to;
Technical Support
- Provide Tier 1–3 support for hardware, software, network, and account issues.
- Diagnose and resolve escalated incidents involving Windows/macOS, Microsoft 365, VPN, networks, and business applications.
- Perform root cause analysis for recurring incidents and develop long-term solutions.
User Assistance & Leadership
- Deliver professional, customer-focused support to end users, including executive-level staff.
- Mentor junior staff by providing guidance on troubleshooting, documentation, and best practices.
- Train users on new technologies, tools, and upgrades.
- Ensure agency comply with District wide training requirements, IT, data, and telecommunication policies
Endpoint & Device Administration
- Manage deployment, imaging, configuration, and refresh cycles for laptops and telecommunication devices.
- Administer endpoint management solutions to manage devices in bulk rather than individually.
- Maintain hardware inventory, lifecycle planning, and warranty tracking.
Networking & Systems
- Troubleshoot Wi‑Fi, Ethernet, VPN, DNS, DHCP, VoIP, and printing issues.
- Collaborate with Systems and Network teams including, CLIENT, during incidents and scheduled maintenance.
Case Management System Support
- Provide IT support for the organization’s case management system, including access, troubleshooting, and updates.
- Work with vendors or internal teams to resolve escalated system issues.
Standards, Procedures and Governance
- Ensure IT project life cycles comply with District standards, procedures, and required documentation.
IT & Telecommunications Support Operations
- Plan, coordinate, and monitor daily IT and telecommunication support activities to ensure timely resolution and service quality.
- Prioritize incoming requests, track progress, and maintain performance
Security & Compliance
- Support audits, asset tracking and inventory, and compliance with IT security and operational policies.
Process & Documentation
- Maintain and improve IT documentation, SOPs, and knowledge base articles.
- Recommend and implement service improvements and automation opportunities.
Data Migration
- Plan and execute data migration activities between systems or platforms.
- Validate migrated data and resolve issues related to data transfer or system integration.
Additional Duties
- Other duties as assigned.