Information Technology Support Specialist

About the role

The Information Technology Support Specialist's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. ESSENTIAL FUNCTIONS Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Support guest calls for Internet Connections and any IT related request. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet and available resources to aid in problem resolution. Install anti-virus software. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Mobile Devices troubleshooting and support.