IT Support Specialist I

Strong working knowledge of Windows and macOS operating systems.
Basic knowledge of printer functionality
Familiarity with mobile devices (iOS, tablets, and Android) and common office applications.
Familiarity with ITSM, ITIL, and IT best practices are preferred.
Familiarity with Audio and Visual troubleshooting techniques.
Excellent customer service skills, including patience, empathy, and strong communication.
Experience in creating processes and procedure workflows.
Ability to troubleshoot basic hardware and software problems.
Attention to detail and the ability to maintain accurate notes and records.
Ability to troubleshoot network setup and configuration issues
Ability to work independently and as part of a team.

Respond promptly to incoming support requests via phone, email, Slack, or our ITSM platform.
Troubleshoot and resolve basic to intermediate technical issues with computers, TVs, mobile devices, printers, and network connectivity.
Assist users with software applications, account access, and password resets.
Accurately document all support interactions and solutions in the ticketing system.
Escalate unresolved issues to Tier 2 support with clear and detailed information.
Assist with onboarding new employees, including setting up user accounts and devices.
Help with offboarding tasks, such as disabling accounts and reclaiming equipment.
Collaborate with IT team members to identify and address recurring issues.
Participate in the on-call rotation for after-hours and weekend support.