IT User Support Specialist
Job Description : Responsibilities :
Responsibilities : Technical Support :
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.
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.
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.
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.
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 :
Education : High school diploma or equivalent. Additional coursework or certifications in information technology or related fields are a plus.
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.
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.
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.
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