IT Support Specialist

IT Support Specialist

Full Job Description

GENERAL SUMMARY

The Help Desk Technician provides technical support to all staff, both local and remote. The Help Desk Technician provides network, PC and server support in multi-platform environment. Under the general supervision of the IT leadership, the Help Desk Technician works closely with Client’s functional departments to prioritize and resolve end-user, server, and networking problems. The Help Desk Technician is the first point of contact for all internal staff who have questions or problems related to the current use of their hardware or software.

DUTIES & RESPONSIBILITIES

• Acknowledge receipt of end user requests and follow up with users to ensure both users and SLA’s have been satisfied.
• Manage & support user mobile devices, laptops, desktops, WiFi LAN connections, printers, and phones.
• Attend & resolve user inquiries regarding computer software or hardware usage issues.
• Resolve problems by working directly with end users either at their desk or via remote access to resolve user issues.
• Analyze, diagnose and troubleshoot technical issues of all IT environments including operating system, networks, applications and hardware.
• Set up new equipment and perform minor repairs to hardware or software.
• Document all trouble tickets and remediation timely and accurately.
• Mange handoff of ticket queue to and from other members on the IT team.
• Train users in the proper usage of hardware and software. Write & update training materials and procedures.
• Install and configure IT hardware, software, and peripheral components.
• Conduct IT equipment & asset tracking and inventory.