IT Support Specialist I

What this Job Entails: 
The IT Support Specialist will help in resolving a variety of technical problems. 
 

Scope: 

• Follows established procedures on routine work
• Requires detailed instructions 

Your Roles and Responsibilities:

• Assist with fielding incoming help requests from end users in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Help to install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• Associate's degree (A.A) or equivalent from two-year college or technical school and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience 
• Builds stable working relationships internally
• Follows standard practice and procedures when analyzing situations or data
• Knowledge of basic computer hardware and software
• Familiarity with desktop and server operating systems
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Ability to conduct research into a wide range of computing issues as required
• Ability to present ideas in a user-friendly manner
• Analytical and problem solving abilities
• Exceptional customer service orientation

Preferred Qualifications: 

• Knowledge of various operating systems and databases 
• Knowledge of various programming languages

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively 
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers