IT Support Specialist

We are seeking a highly motivated and user-oriented IT Support Specialist to join our growing team. In this role, you will play a crucial part in providing technical assistance and support to our employees, ensuring they have the necessary tools and technology to be successful. You will be the first point of contact for resolving IT issues, troubleshooting problems, and providing timely and effective solutions. You will proactively identify and prevent technical issues, rather than just react to them. You will collaborate on solutions to improve IT and company processes.

Responsibilities

• Provide technical support to employees:
• Own the onboarding process to provide consistent training for incoming employees and contractors, including the onboarding training materials.
• Respond to user support requests via ticketing system, phone, email, or chat.
• Diagnose and resolve hardware and software issues.
• Set up user workstations or equipment swaps for new hires, including cable management.
• Provide audio/visual setup and support for meetings.
• Troubleshoot network connectivity problems.
• Assist with the installation and configuration of software and hardware, including interfacing with warranty services.
• Provide basic training and guidance on IT systems and tools.
• Provide support and maintenance via MDM/UEM software.
• Maintain the IT ticketing system and create/support other ticketing systems.
• Maintain IT documentation:
• Create and update knowledge base articles and troubleshooting guides.
• Document IT processes and procedures.
• Maintain accurate records of IT assets and inventory.
• Collaborate with IT team members:
• Work closely with other IT staff to resolve complex issues.
• Contribute to the development and implementation of IT projects.
• Participate in team meetings and knowledge-sharing sessions.
• Facilitate keeping IT equipment in stock.
• Ensure customer satisfaction:
• Provide timely and effective support to all employees.
• Maintain a positive and helpful attitude.
• Strive to exceed user expectations.
  

Requirements

• Associate’s or higher degree from an accredited university, or equivalent relevant technical work experience.
• 1 years of experience in an IT support or customer service-related role.
• Strong understanding of computer hardware and software.
• Familiarity with networking concepts and protocols.
• Experience with troubleshooting and resolving IT issues.
• Excellent communication and interpersonal skills, both verbal and written.
• Ability to explain technical concepts clearly and concisely.
• Patience and empathy in dealing with frustrated users.
• Strong analytical and problem-solving abilities.
• Take ownership of and be accountable for your areas of responsibility.
• Look for new areas of responsibility to take ownership of when possible, but not to the detriment of current responsibilities.
• Requires the physical ability to lift and carry equipment (up to 50 lbs), perform detailed work with hands, and work in various positions and locations.
  
  

Preferred Qualifications

• Experience working with Windows, macOS, Linux, iOS, and Android operating systems.
• Experience with Google web applications and Google Workspace.
• Experience providing effective remote support for colleagues.
• Experience with helpdesk and MDM/UEM software.
  
  

Salary and Benefits

• The salary range for this position is offered at $58,000-$65,000
• Along with our competitive salary, we offer great rates on company-sponsored medical, dental, and vision insurance, with HSA-eligible plans available. We also provide generous retirement benefits, including up to a 6% 401(k) match, as well as holidays, vacation, and sick leave.
• Opportunities for career growth and advancement.
• Team of One - We operate as one team, all working towards the same goal to build the best solutions for our customers.