IT Support Specialist

PURPOSE OF THE ROLE

The IT Support Specialist serves as a key member of the technical support team delivering high-quality frontline technical assistance to end users. This role focuses on resolving hardware software and system issues efficiently while contributing to team collaboration knowledge sharing and continuous service improvement.

KEY RESPONSIBILITIES

Service Request & Incident Management

• Manage incoming service requests through email ticketing systems and phone.
• Accurately log categorize and document user issues in the ticketing platform.
• Troubleshoot and resolve Tier 12 incidents promptly.
• Route and assign tickets to appropriate specialists based on skills and workload.

User Support & Customer Experience

• Provide timely technical assistance and troubleshooting for end users.
• Support users with varying levels of technical proficiency.
• Conduct daily follow-ups on open tickets until resolution.
• Deliver exceptional customer service with clear communication.

System Monitoring & Maintenance

• Perform morning monitoring of core enterprise systems (including IBM i / AS400 environments) and escalate issues as needed.
• Periodically review and update knowledge base and help desk documentation.

Team & Project Contribution

• Collaborate within a technical support team to maintain high performance and knowledge sharing.
• Participate in IT projects and initiatives to improve service delivery and operational efficiency.
• Coordinate with IT leadership and other departments when required.
• Assist with hardware handling including installation relocation and basic setup of desktops monitors laptops and peripherals.

• Maintain professional standards ethics and compliance with company policies.
• Protect company assets and adhere to security safety and confidentiality protocols.
• Perform additional duties as assigned by management.

MINIMUM QUALIFICATIONS & SKILLS

Education & Experience

• Bachelors degree in Computer Science Information Technology or a related field (or equivalent combination of education and experience).

Technical Skills (Taxonomy-Aligned)

• Operating Systems & Platforms: Proficient in Microsoft Windows environments; familiarity with IBM i / AS400 systems is a plus.
• Hardware: Strong PC hardware troubleshooting and support (desktops laptops monitors printers peripherals).
• Networking & Infrastructure: Basic Cisco networking knowledge and troubleshooting.
• Productivity Tools: Advanced skills in Microsoft Office 365 applications (Word Excel Outlook Teams etc.).
• Ticketing & ITSM: Experience with enterprise ticketing systems and ITIL-aligned processes.

Professional Competencies

• Excellent verbal and written communication skills.
• Bilingual English and Spanish (highly preferred).
• Strong customer service orientation with the ability to explain technical concepts to non-technical users.
• Demonstrated leadership and negotiation abilities.
• Proven ability to work effectively under pressure and manage multiple priorities.
• Collaborative team player with a proactive solution-oriented mindset.
• Flexible schedule availability including potential after-hours or weekend support as needed.