IT Support Specialist

Basic Function and Scope of Responsibility:

The Support Engineer role is primarily responsible to provide a single point of contact for end users to receive support within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user equipment to ensure optimal performance. The person will also provide frontline help desk coverage (in person, by telephone, or via email), requiring problem analysis, technical assistance, and training of associates for various information systems.

Essential Job Duties:

IT Support & Service Desk

• Serve as the first point of contact: triage incidents, provide first-level support, gather information, and route/escalate as needed.

• Troubleshoot and resolve hardware, software, printer, connectivity, phone, and messaging issues via remote and onsite support.

• Maintain complete, timely, and accurate ticket records; update the knowledge base and user documentation.

End-User Training & Guidance

• Educate users on operating systems, software applications, phone system use, and security best practices.

• Provide instruction during new-hire orientations and as needed for tools/process changes.

On/Offboarding & Access Management

• Set up computers, peripherals, phones/smartphones, email, voicemail, and security for new users.

• Manage user accounts, permissions, and access; process changes for moves and terminations.

Systems Administration & Maintenance

• Install, configure, upgrade, and maintain desktops/workstations and software applications (including patches, AV, and security updates).

• Maintain daily backups (including off-site storage) and change-control logs for all computers.

Inventory, Licensing & Compliance

• Maintain the IT asset inventory and licensing information to ensure compliance.

• Act as primary contact for desktop, printer, phone, software deployment, antivirus management, and related technologies.

Coordination & Standards

• Coordinate with maintenance, technical support, or programming teams for complex failures; escalate when necessary.

• Organize workload to meet deadlines and prioritize assignments.

• Represent the department and company professionally and in line with established standards.

• Perform other duties as assigned by management.