IT Support Specialist

Job Description

This role combines foundational technical support duties with hands-on involvement in hardware, software, network maintenance, and event support. As a key part of the IT team, the IT Support Senior Associate ensures smooth day-to-day operations by assisting users, resolving common IT issues, and maintaining essential infrastructure. The role also supports internal events by setting up and troubleshooting basic audio-visual equipment. The ideal candidate has a service-oriented mindset, growing technical skills, and a desire to learn and develop across multiple areas of IT.

Key Responsibilities

Helpdesk & Customer Support

•Provide front-line support via tickets, chat, email, or phone under supervision.

•Respond to basic to moderately complex inquiries regarding system access, software issues, and hardware concerns.

•Demonstrate empathy and effective communication while troubleshooting user issues.

•Escalate complex issues to senior support or relevant teams as needed.

Hardware Configuration and Maintenance

•Install, configure, and maintain workstations, laptops, and peripherals (printers, monitors, etc.).

•Conduct hardware diagnostics and resolve common issues independently.

•Maintain accurate inventory records and asset tagging for all IT hardware.

•Perform scheduled maintenance and hardware upgrades as needed.

Software Configuration and Maintenance

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Assist in installing and updating common business applications (e.g., MS Office, antivirus, communication tools).

•Apply patches and routine updates based on predefined procedures.

•Help troubleshoot basic software issues using existing documentation and tools.

Network Configuration and Maintenance

• Set up and support wired and wireless network connections for user workstations andoffice equipment.

• Monitor network stability and troubleshoot connection issues with guidance fromsenior IT staff.

• Document and assist in implementing standard network configurations.

• Perform regular checks and basic maintenance on network devices (e.g., switches,routers).

Audio and Video (AV) Event Support

• Set up and operate AV equipment for meetings, town halls, webinars, and trainingsessions.

• Support video conferencing platforms such as Zoom, Microsoft Teams, and GoogleMeet.

• Troubleshoot and resolve basic AV issues (e.g., microphone, camera, projector problems) during live events.

• Assist in maintaining AV inventory and setup guides.

Technical Documentation

• Create and update user guides, support FAQs, and step-by-step documentation for ITprocesses.

• Assist in documenting common troubleshooting procedures and configuration steps.

• Maintain accuracy and clarity in internal IT knowledge base entries.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.

• 1+ year of experience in IT support, helpdesk, or related technical roles preferred.

• Basic understanding of ITIL support processes is a plus.

Preferred

• Basic certification(s) in IT (e.g., CompTIA A+, ITIL Foundation, Google IT Support)

• Familiarity with Microsoft 365 environment, including Teams, Outlook, OneDrive, andSharePoint

• Experience supporting video conferencing platforms such as Zoom, Microsoft Teams, or Google Meet

•Exposure to basic networking concepts (e.g., IP addressing, DNS, DHCP)

•Knowledge of IT ticketing systems (e.g., Freshservice, Jira Service Desk, Zendesk)

•Experience assisting with audio/visual setups for events or meetings

•Familiarity with endpoint protection tools and basic cybersecurity practices

•Strong organizational and documentation skills

•Willingness to work on-site and provide support during scheduled company events or meetings