Entry-Level/Junior IT Support Specialist

Job Description:

Responsibilities:

1. Technical Support:

   • Provide first-level technical support to end-users via phone, email, or in-person.
   • Assist users with troubleshooting hardware and software issues, including desktops, laptops, printers, and mobile devices.
   • Respond to user inquiries promptly and professionally, ensuring timely resolution of technical problems.

2. System Administration:

   • Assist with system administration tasks, including user account management, access permissions, and software installations.
   • Perform routine maintenance tasks such as system updates, patches, and backups under the guidance of senior IT staff.

3. Hardware and Software Setup:

   • Assist with the setup and configuration of computer systems, peripherals, and software applications.
   • Install and configure operating systems, office productivity software, and specialized business applications as needed.

4. Documentation and Training:

   • Create and maintain documentation of IT processes, procedures, and troubleshooting steps.
   • Provide basic user training and assistance with IT tools and applications as needed.

5. Ticket Management:

   • Monitor and manage IT support tickets using a ticketing system, ensuring accurate documentation of user requests and resolutions.
   • Prioritize and escalate tickets as necessary to ensure timely resolution of technical issues.

Qualifications:

1. Education: High school diploma or equivalent. Additional coursework or certifications in information technology or related fields are a plus.

2. Technical Skills:

   • Basic understanding of computer hardware, operating systems (Windows, macOS), and office productivity software (Microsoft Office, Google Workspace).
   • Familiarity with troubleshooting common IT issues such as network connectivity, software installation, and printer problems.
   • Ability to learn new technologies and software applications quickly.

3. Communication and Customer Service:

   • Excellent communication skills, both verbal and written.
   • Strong customer service orientation with a friendly and patient demeanor.
   • Ability to explain technical concepts to non-technical users in a clear and understandable manner.

4. Teamwork and Collaboration:

   • Willingness to work collaboratively in a team environment and assist colleagues as needed.
   • Ability to follow instructions and take direction from senior IT staff.