SUMMARY: The IT Support Specialist will assist employees and customers in troubleshooting and resolving computer-related issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES: The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
Identifies, investigates, and resolves users' problems with computer software and hardware.
Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
Assists users with installation of software and troubleshooting of related problems; refers more complicated issues to appropriate staff.
Troubleshoot and resolve networking and connectivity issues.
Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
Attends training sessions on new equipment, software, platforms, and other products; assists with development of user manuals and similar documentation for these products.
As experience increases, provides training on hardware and software use to end users.
As required, assists individuals with disabilities with use of hardware and software, providing additional adaptive features and devices as needed.
Performs other related duties as assigned.
Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals.
General knowledge and troubleshooting of networking and connectivity.
Excellent verbal and written communication skills.
Excellent interpersonal and telephone skills.
Proficient in Microsoft Office Suite or related software.
Education and Experience:
At least three years of experience in customer technical support highly preferred.
At least two years of work-related experience with multiple software packages preferred.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Travel as need (approximately 50%)