What are the responsibilities and job description for the IT Support Specialist position at L. Knife & Son?
Technical Support & Troubleshooting
- Provide Tier 1 and Tier 2 technical support for computers, mobile devices, printers, and applications
- Respond to IT help desk tickets in a timely and professional manner, ensuring prompt resolution
- Diagnose and resolve issues related to hardware, operating systems, network connectivity, and software applications
- Escalate complex technical issues to the IT Systems Administrator or IT Manager as appropriate
- Maintain accurate records of support requests, resolutions, and system changes
System Setup & Maintenance
- Assist with new user setups, including computer configuration, system access, and software installation
- Manage user accounts, passwords, and permissions in accordance with IT policies
- Support system updates, antivirus deployments, and security patching
- Maintain inventory of IT assets, including laptops, monitors, and mobile devices
- Assist with deployment and maintenance of hardware and software at remote sites
Network & Application Support
- Support end users in the use of business-critical applications
- Monitor basic network connectivity and assist in troubleshooting outages
- Provide support for telecommunication systems, printers, and wireless devices
- Coordinate with external vendors or service providers to resolve connectivity or performance issues
Training & Documentation
- Educate employees on technology use, IT policies, and security best practices
- Maintain and update IT documentation, including system setup guides and troubleshoot procedures
- Contribute to user-friendly “how-to” resources and training materials for common IT tasks
Security & Compliance
- Enforce IT security policies and best practices in coordination with IT leadership
- Support antivirus, malware protection, and endpoint security monitoring
- Participate in regular reviews of system access, password management, and device compliance
- Maintain confidentiality of company data and adhere to all IT security procedures
- Other duties as assigned