The IT Support Specialist will provide technical support to end-users via telephone, in person, and through an IT Support ticketing system. This role is the first level support for internal customer support and technical issues.
• Answer phone calls and emails and enter or update IT Support tickets from end users requiring technical support
• Ensure all issues, actions taken, and resolutions are thoroughly documented in the IT Support ticketing system
• Monitor IT Support ticketing system and quickly and effectively respond to and work new issues
• Evaluate urgency of and prioritize IT Support issues effectively
• Provide exceptional customer service to end users while resolving their IT issues
• Configure and troubleshoot workstations, printers, software, and hardware
• Assist with onboarding of new users and configuration of new sites’ equipment
• Be proactive and find and resolve IT issues that may have not yet been reported
• Know when to escalate issues to the IT Support Supervisor or higher-level support
• Work directly with network and telephone vendors for troubleshooting
• Perform other duties as requested by the supervisor or director
Preferred Qualifications- Two (2) years technical experience in a fast paced IT environment preferred
- Must be able to communicate effectively with wide variety of non-technical users by phone and via email
- Must be able to learn new technologies and procedures quickly
- Must be able to document steps taken in a clear concise manner
- Proficient with Windows 10 and Windows 7, as well as Microsoft Office
- Comfortable with hardware, software and network troubleshooting
- Must have basic understanding of computer networking and VPN’s
- Must be able to troubleshoot, research, diagnose and resolve a range of IT-related problems such as virus infections, software incompatibility, hardware errors, etc.
- Able to use existing tools to find solutions to end-user issues
- Must be able to work on multiple, high priority tasks with minimal supervision
- Must be able to work on-site in the Columbus, GA office Monday through Friday 7am-4pm and have additional availability and flexibility beyond those hours
- Must be able to travel to our schools as needed
- Experience with Chrome OS, Google Suite, iOS and/or Android
- Must be a self- starter, highly motivated, creative and ability to work somewhat independent
- Possess a strong attention to detail and have a "can do" attitude
- Ability to regularly lift and move equipment weighing up to 50 l
Skills Required
- Two (2) years technical experience in a fast paced IT environment
- Communicate effectively with non-technical users by phone and email
- Ability to learn new technologies and procedures quickly
- Document steps taken in a clear, concise manner
- Proficient with Windows 10, Windows 7, and Microsoft Office
- Comfortable with hardware, software and network troubleshooting
- Basic understanding of computer networking and VPNs
- Ability to troubleshoot, research, diagnose and resolve virus, software, and hardware issues
- Ability to use existing tools to find solutions to end-user issues
- Ability to work on multiple, high priority tasks with minimal supervision
- Work on-site in Columbus, GA office Monday through Friday 7am-4pm with additional availability as needed
- Ability to travel to schools as needed
- Experience with Chrome OS, Google Suite, iOS and/or Android
- Self-starter, highly motivated, able to work independently
- Strong attention to detail and a can-do attitude
- Ability to regularly lift and move equipment up to 50 lb
What We Do
Child Development Schools operates three early childhood education brands, providing child care and early education to over 30,000 children across 11 states, utilizing adaptive digital learning platforms.
