IT Support Specialist

Job Title: IT Support Specialist 
Location: United States (On-site / Hybrid) 
Department: Information Technology 

Job Summary 

The IT Support Specialist is responsible for providing technical assistance and support to end-users, ensuring the efficient operation of computer systems, hardware, and software. This role involves troubleshooting issues, maintaining IT infrastructure, and delivering excellent customer service to internal or external stakeholders. 

Key Responsibilities 

• Deliver frontline technical assistance for hardware, software, and network-related concerns  

• Address help desk requests, emails, and support calls within defined timelines  

• Install, configure, and support desktops, laptops, printers, and mobile devices  

• Create and manage user accounts, access rights, and password settings  

• Diagnose and resolve issues related to Windows and macOS operating systems  

• Provide support for cloud platforms such as Microsoft 365 or Google Workspace  

• Assist in resolving connectivity, VPN, and wireless network issues  

• Maintain accurate records of incidents, resolutions, and IT procedures  

• Ensure systems remain updated with current patches and security updates  

• Ensure excellent customer service and communication throughout the support process 

• Coordinate with Level 1, Level 2, and infrastructure support teams 

• Track ticket progress and ensure issues are resolved within SLA timelines 

Required Skills & Qualifications 

Education & Experience 

• Bachelor's degree in computer science, Information Technology, or a related discipline  

• 4–5 years of experience in IT support or technical support roles  

• Strong capability to troubleshoot technical issues and provide user assistance  

• Comprehensive understanding of computer hardware, software, and networking concepts 

• Ability to assess technical requirements and train end users effectively  

• Hands-on experience with IT service management tools such as HaloPSA orServiceNow 

• Experience creating technical documentation and tracking performance metrics  

• Solid understanding of database administration and system security practices  

• Ability to stay updated with emerging technologies and IT support trends  

• Excellent verbal, written, and interpersonal communication skills  

Technical Skills 

• Proficiency in operating systems including Windows and macOS  

• Fundamental knowledge of networking concepts such as TCP/IP, DNS, and DHCP  

• Experience using ticketing platforms like ServiceNow, Jira, or Zendesk  

• Familiarity with Active Directory, remote desktop applications, and user support tools 

Soft Skills: 

• Strong communication and interpersonal skills  

• Problem-solving and analytical thinking  

• Ability to work independently and in a team  

• Customer-service mindset  

Preferred Qualifications 

• Certifications such as CompTIA A+, Network+, or Microsoft certifications  

• Experience with cloud platforms (Azure, AWS)  

• Prior help desk or technical support experience