What are the responsibilities and job description for the IT Support Specialist position at IT Asset Management Group?
Job Overview
We are seeking a dedicated and customer-focused IT Support Specialist to join our growing team. In this role, you’ll be the first point of contact for IT-related issues, managing device returns, replacements, and warranty claims while troubleshooting and resolving hardware, software concerns.
This position is critical in ensuring smooth operations and a positive experience for our customers across all our sales channels. You’ll gain hands-on experience across a variety of technologies while developing your IT and customer service skills in a fast-paced, team-oriented environment.
The ideal candidate has a strong IT support background, excellent problem-solving abilities, and the communication skills to explain technical issues in clear, customer-friendly terms.
Responsibilities
- Serve as the first point of contact for IT support requests via phone, email, and ticketing systems.
- Diagnose and resolve hardware, software, and connectivity issues for end-user devices.
- Log, track, and close all helpdesk interactions in our CRM (HubSpot).
- Process device returns, replacements, and warranty claims accurately and efficiently.
- Provide clear, non-technical explanations to ensure customer satisfaction.
- Respond promptly to emails and follow up with customers to confirm resolutions.
- Prepare weekly reports highlighting ticket volume, trends, and resolutions.
- Recommend process or system improvements to enhance efficiency and service quality.
- Support IT operations tasks including system updates, inventory, and documentation.
Requirements
- Self-starter with the ability to work independently and meet deadlines.
- Strong organizational skills with the ability to set priorities and problem-solve.
- Professional phone and email etiquette with a customer-first mindset.
- Technical aptitude with the ability to diagnose and resolve IT issues.
- Ability to work effectively in a team-oriented environment with a positive, can-do attitude.
- Commitment to continuous learning, product knowledge, and service skill improvement.
Qualifications
- Associate or Bachelor’s degree in IT, Computer Science, or related field (preferred).
- 1–2 years of experience in IT support or helpdesk roles.
- Strong understanding of computer hardware, operating systems.
- Experience with CRM systems (HubSpot), ticketing tools, and productivity software (Excel, Outlook, Google Sheets, ERP/IMS).
- Prior eCommerce platform support experience is a plus.
- Excellent communication skills with the ability to translate technical issues into simple terms.
Job Type: Full-time
Pay: $26.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Application Question(s):
- Do you live in Long Island?
Location:
- Farmingdale, NY 11735 (Required)
Ability to Commute:
- Farmingdale, NY 11735 (Required)
Work Location: In person
Salary : $26 - $28