IT Support

Job Summary

The IT Support Specialist is responsible for providing technical support and assistance to end-users within the organization. This role involves troubleshooting hardware and software issues, maintaining IT infrastructure, and ensuring the smooth operation of computer systems and networks.

Key Responsibilities

1. Technical Support

• Respond to and resolve user inquiries and issues via phone, email, or in-person.
• Troubleshoot hardware, software, and network-related problems.
• Assist with the installation, configuration, and maintenance of computer systems, printers, and other IT equipment.

System Maintenance

• Perform routine maintenance and updates on computer systems and networks.
• Monitor system performance and ensure optimal functionality.
• Manage user accounts and access permissions.

Network Support

• Assist with network setup, configuration, and troubleshooting.
• Ensure network security and perform regular checks for vulnerabilities.
• Coordinate with the network administrator to implement network policies and procedures.

Software Support

• Install and update software applications as needed.
• Provide support for enterprise applications, ensuring they run smoothly.
• Train users on new software and systems.

Documentation

• Maintain accurate records of IT issues and resolutions.
• Create and update technical documentation and user guides.
• Document changes in the IT infrastructure and processes.

Asset Management

• Keep an inventory of all IT hardware and software assets.
• Manage hardware lifecycle, including procurement, deployment, and decommissioning.

Customer Service

• Deliver exceptional customer service by maintaining a helpful and positive attitude.
• Communicate effectively with users to understand their needs and provide timely solutions.
• Follow up with users to ensure their issues are resolved satisfactorily.

Collaboration

• Work closely with other IT team members to address and resolve complex issues.
• Collaborate with other departments to support IT needs and projects.
• Participate in IT-related projects and initiatives.

Professional Development

• Stay updated with the latest technology trends and best practices.
• Attend training sessions and workshops to enhance skills and knowledge.
• Share knowledge and mentor junior team members.

Requirements

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: 2+ years of experience in IT support or a similar role.
• Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.
• Skills: Strong troubleshooting and problem-solving skills. Proficiency in Windows and macOS operating systems. Knowledge of networking principles and protocols. Familiarity with enterprise software applications. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Attention to detail and strong organizational skills.

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