Description:
The IT Support Specialist is responsible for providing first-line technical support to end-users. This role involves diagnosing and resolving hardware, software, and network issues, escalating more complex problems to higher-tier support, and maintaining a high level of customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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Respond to and resolve IT support requests via phone, email, or in-person.
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Troubleshoot hardware and software issues on desktops and laptops.
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Assist with password resets, account lockouts, and user access issues.
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Provide support for network connectivity issues, including Wi-Fi and VPN.
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Deliver high-quality, customer-focused support to all users.
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Maintain a friendly, empathetic, and professional demeanor.
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Follow up with users to ensure issues are fully resolved.
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Document all support activities and resolutions in the ticketing system.
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Generate and analyze reports on common issues and support metrics.
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Perform routine maintenance tasks such as software updates.
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Assist with the setup and configuration of new hardware and software.
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Maintain and update knowledge base articles and user guides.
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Work closely with other IT team members to resolve complex issues.
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Escalate unresolved issues to senior support, manager, or external vendors.
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Participate in team meetings and contribute to continuous improvement initiatives.
Requirements:
QUALIFICATION REQUIREMENTS
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A high school diploma or equivalent is required.
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An Associate's degree in Information Technology or a related field is preferred.
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1-2 years of experience in a technical support role.
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Familiarity with Windows operating systems, Microsoft Office Suite, Active Directory, Firewall, and basic networking concepts.
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Strong problem-solving and troubleshooting abilities.
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Excellent verbal and written communication skills.
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Ability to work independently and as part of a team.
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Customer-focused with a commitment to providing high-quality service.
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Ability to lift and move computer equipment up to 25 pounds.
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Prolonged periods of sitting at a desk and working on a computer.
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Cantonese or Mandarin speaking preferred but not required.
Benefits:
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Health Benefits: Medical, Vision, and Dental
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401k retirement plan with a 6% corporate match
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Paid Time Off
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13 Paid Holidays
Salary: 45-65k