SUMMARY

The Technical Support Specialist is a pivotal member of our Helpdesk Tier 1 support team, providing frontline technical assistance to end-users across the organization. This role is responsible for resolving basic hardware, software, and network issues, ensuring exceptional customer service and timely problem resolution. 

PRIMARY RESPONSIBILITIES

Provide frontline technical support to end-users, addressing hardware, software, and network issues via phone, email, or chat. Troubleshoot and resolve technical problems, escalating complex issues as necessary. Document support activities, solutions, and resolutions accurately in the ticketing system. Assist with software installations, upgrades, patches, and basic software troubleshooting. Deliver exceptional customer service, demonstrating patience, empathy, and effective communication skills. Collaborate with IT teams to share knowledge, resolve issues, and improve support processes. Participate in training and professional development to enhance technical skills. Manage IT equipment inventory and conduct audits to ensure stock levels. Respond promptly to IT support tickets and resolve hardware and software issues. Educate users on basic security practices, VPN setup, and email configuration.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

College diploma or equivalent qualification required. Basic understanding of computer hardware, software, and networking concepts. Relevant vocational training or certifications in information technology preferred (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate). Excellent customer service skills and strong communication abilities. Ability to work effectively in a fast-paced and team-oriented environment. Willingness to learn and adapt to new technologies and processes. With average customer service skills experience Familiarity with Windows and macOS operating systems (intermediate proficiency). Basic knowledge of networking concepts and protocols. Proficiency in Microsoft Office applications (e.g., Word, Excel, Outlook). Experience with IT inventory management and asset tracking.