IT Support Specialist

Essential Functions 

• Provide technical support and troubleshooting for desktop, laptop, and mobile devices, including operating system, hardware, and software issues. 

• Consulting with IT managers and other departments as required 

• Providing IT assistance to staff and customers 

• Training end-users on hardware functionality and software programs 

• Resolving logged errors in a timely manner 

• Monitoring hardware, software, and system performance metrics 

• Updating computer software. as well as upgrading hardware and systems 

• Maintaining databases and ensuring system security 

• Documenting processes and performing diagnostic tests 

• Keeping track of technological advancements and trends in IT support 

Required Education and Experience  

• Bachelor’s degree in programming, computer science, computer engineering, or equivalent professional experience. 

• 3-5 years of experience as an IT support specialist 

• Proficiency in Python programming, with experience using it for automation, scripting, and troubleshooting. 

• Exceptional ability to provide technical support and resolve queries 

• In-depth knowledge of computer hardware, software, and networks 

• Ability to determine IT needs and train end-users 

• Proficiency in IT helpdesk software 

• Experience in documenting processes and monitoring performance metrics 

• Advanced knowledge of database maintenance and system security 

• Ability to keep up with technical innovation and trends in IT support 

• Exceptional interpersonal and communication skills 

​​Preferred Skills​ 

• Five or more years of experience in IT 

• Deep knowledge of programming languages and operating systems (ex: Microsoft Exchange, Active Directory), current equipment and technologies, enterprise backup and recovery procedures, and systems performance monitoring 

• Experience in implementing, configuring, and testing IT solutions 

• Strong creative and analytical thinking 

Competencies  

• People skills – Treats others with courtesy and respect regardless of their status or position; keeps emotions under control; approaches others in a tactful manner; maintains confidentiality; effectively separates personal issues and problems from work responsibilities and activities. 

• Oral Communication – Speaks clearly, confidently, and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. 

• Written Communication – Writes clearly, accurately, and informatively; presents numerical data accurately and effectively; can read and interpret written technical information. 

• Teamwork – Contributes to building a positive team spirit, shares knowledge and experience. 

• Diversity – Shows respect and sensitivity for cultural differences; promotes a tolerant, respectful, and harassment-free environment. 

• Ethics – Maintains confidentiality; works ethically and with integrity; upholds personal and organizational values. 

• Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time; supports organization’s goals and values. 

• Planning / Organizing – Uses time efficiently; strives to understand and satisfy priorities. 

• Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments; continuously strives to increase knowledge and skills. 

• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality; is not satisfied with anything less than 100% conformance with all requirements. 

• Quantity – Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly while maintaining quality of work. 

• Safety and Security – Observes safety and security procedures, reports potentially unsafe conditions and security issues. 

• Adaptability – Able to deal with frequent changes, delays, and/or unexpected events. 

• Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with alternate plan; shows a willingness to perform any task required to meet the company’s goals and objectives, and its commitments to its customers.