Job Description
Technology Support Specialist
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Position Overview
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We are seeking a customer-focused Technology Services Analyst to provide hands-on technical support for end users while helping maintain a seamless workplace technology experience. This individual will serve as a key point of contact for technology-related issues, contribute to local IT initiatives, and ensure employees receive timely and effective support for hardware, software, and connectivity needs.
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Responsibilities
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- Deliver in-person and remote technical support for desktops, laptops, mobile devices, and peripheral equipment.
- Respond to and manage support requests through phone, email, and ticketing platforms, ensuring issues are resolved within established response and resolution targets.
- Troubleshoot system, hardware, software, network, and user access issues while escalating complex problems when necessary.
- Support employee onboarding and offboarding activities, including workstation deployments, account readiness, and equipment retrieval.
- Configure, maintain, and deploy end-user devices, operating systems, applications, drivers, and productivity software.
- Provide setup and support for meetings, conference rooms, video conferencing solutions, and presentation technologies.
- Assist with office technology moves, installations, equipment upgrades, and inventory management.
- Participate in technology testing initiatives, evaluating new hardware, software, and support processes prior to broader deployment.
- Document support activities, resolutions, and technical procedures to improve service delivery and knowledge sharing.
- Collaborate with infrastructure, networking, cybersecurity, and application teams to resolve cross-functional technical issues.
- Ensure compliance with organizational technology standards, policies, and security requirements.
- Support basic networking and infrastructure tasks, including cabling, device installation, and remote hands assistance when required.
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Qualifications
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- Associate degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- Minimum of two years of experience supporting end users in a corporate, professional services, or enterprise environment.
- Experience troubleshooting Windows-based systems, desktop applications, printers, mobile devices, and common office technologies.
- Familiarity with incident management, ticketing systems, and customer support best practices.
- Strong communication and interpersonal skills with a customer-service mindset.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving and organizational skills.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Willingness to occasionally work flexible schedules based on business needs.
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Required Skills
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- Experience supporting end users in a corporate, professional services, or enterprise environment.
- Experience troubleshooting Windows-based systems, desktop applications, printers, mobile devices, and common office technologies.
- Familiarity with incident management, ticketing systems, and customer support best practices.
- Strong communication and interpersonal skills with a customer-service mindset.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving and organizational skills.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Willingness to occasionally work flexible schedules based on business needs.
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Preferred Skills
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- Exposure to macOS environments.
- Experience supporting audiovisual and video conferencing technologies.
- Familiarity with enterprise endpoint management and device deployment tools.
- Knowledge of Microsoft 365 applications and related collaboration technologies.
- Experience working within structured IT service management (ITSM) environments.
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Success Factors
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The ideal candidate is a proactive and service-oriented technology professional who enjoys solving technical problems, building strong relationships with end users, and contributing to a collaborative IT team. They are adaptable, dependable, and committed to delivering a high-quality support experience while continuously learning new technologies.
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