IT User Support Specialist I/II
IT User Support Specialist I/II
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Salary Not Disclosed
1 Vacancy
Job Description
TITLE: IT User Support Specialist I or II
POSITION CLASSIFICATION: Exempt
DEPARTMENT: Information Technology
POSITION REPORT TO: IT Support Assistant Manager
SUMMARY: The User Support Specialist provides technical support to staff throughout the organization. This role includes responding to inquiries diagnosing and resolving fundamental technical issues and escalating more complex problems to advanced support teams. The ideal candidate will possess a customerfocused mindset excellent communication skills and a strong foundation in IT systems and software along with at least two years of experience in a helpdesk or support role.
SHIFT HOURS: 9am5pm
Education/Experience
- Two years help desk experience required
- Microsoft 365 (Azure Intune Teams) experience is a plus
- IT certification or some college is plus.
- Strong verbal and written communication skills with a customerfocused mindset.
- Basic understanding of computer systems networks and common software applications.
- Ability to troubleshoot and resolve technical issues in a timely manner.
- Excellent problemsolving and criticalthinking skills.
- Ability to work independently and as part of a team.
- Willingness to learn and stay current with technology trends and products.
- Able to travel to all satellite office locations.
- OnCallDuty Rotation that includes nights and weekends
Job Responsibilities
- Respond to staff inquiries via phone email and chat providing firstlevel technical support.
- Troubleshoot and diagnose basic software and hardware issues guiding users through stepbystep solutions.
- Escalate complex issues to higherlevel support teams when necessary.
- Maintain detailed records of staff interactions incidents and resolutions using ticketing system.
- Stay up to date on the latest technology and product offerings to provide knowledgeable support.
- Collaborate with team members to continuously improve support processes and enhance staff satisfaction.
- Setting up and configuring new devices software and user accounts.
- Assist with basic training for users on companysupported software and applications.
- Track and manage hardware inventory.
- Maintain and update internal IT documentation
Required Experience:
Unclear Seniority
Employment Type
Full-Time
