IT Technical Support Specialist

Job Description

• Install, modify, and make minor repairs to computer hardware, software, networks, and databases

• Resolve all assigned ITSD Tickets and provide support to Tier 1 escalations

• Maintain an SLA of 2 business days on all tickets for the business

• Maintain system functionality by testing computer components

• Provide feedback to the IT Ops Manager on customer-facing issues

• Consult with users to determine appropriate hardware and software needs, and assist in placing orders

• Maximize computer systems' capabilities by studying technical applications and making recommendations

• Confirm program objectives and specifications by testing new programs, comparing them with established standards, and making modifications

• Evaluate vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs before and after purchase

• Train users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages

• Keep up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies

• Prepare reference material for users by drafting operation instructions

• Update the IT Knowledge base directory with new help items for troubleshooting

• Other duties as assigned