IT Support Specialist

RESPONSIBILITIES:

• Set up, configure, and maintain laptops, desktops, mobile devices and other IT peripherals for new and existing employees.
• Provide technical support and troubleshooting for Windows and Mac OS environments, both in-office and remotely.
• Provide Level 1 (L1) network support, including troubleshooting connectivity issues, Wi-Fi, VPNs, and basic hardware like routers and switches.
• Assist in managing user accounts, permissions, and system access through GSuite and other identity management systems.
• Support mobile device management, including setup and troubleshooting for company-approved smartphones and tablets.
• Collaborate with other IT teams to escalate more complex issues and ensure seamless IT operations.
• Provide an excellent customer experience, the support should be immediate and precise on all technical issues related to Laptops/Desktops/Mobile Devices.
• Install or replaces computer hardware and peripherals (i.e. computers, mobile devices and printers).
• Performs initial troubleshooting on computer-related equipment; arranges for additional support as needed.
• Conducts routine maintenance on computers and peripherals.
• Participates in the planning and implementation of computer upgrades, enhancements and expansions.
• Provides support by identifying, investigating and researching customer questions and problems.
• Maintains inventory of computer related hardware and software.
• Maintains a high degree of professionalism in actions, demeanor and dress.
• Ensure that up-to-date support and troubleshooting information is available for customers to reference.
• Performs other duties as assigned.

QUALIFICATIONS:

• Bachelor's degree in computer science or applicable work experience
• 3+ years of IT support experience
• Proven track record working in an enterprise-level technical support role for at least three years, providing various hardware/software troubleshooting.
• Extensive knowledge of Windows, Mac OS, iOS and Android and GSuite.
• Experience with endpoint management software platforms, desktop provisioning technologies like SCCM, PXE, and JAMF.
• Willing to be flexible with scheduled days and hours with reasonable notice as needed during operations.
• Self-starter able to work with minimal direction.
• Customer-centric attitude to support and instruct customers to provide efficient resolution of complex problems.
• Able to quickly assess situations and adapt to dynamic priorities.
• High availability, business-hours availability and support required
• Ability to earn trust, maintain positive and professional relationships, and strengthen our culture of inclusion.
• Available to occasionally work evenings and weekends, as the schedule varies depending on site operational needs; flexibility is required