IT Technical Support Job Description

An IT Technical Support Specialist is responsible for providing assistance to users who encounter technical issues with hardware, software, networks, and other IT systems. Their role ensures that end-users experience minimal downtime and that systems operate smoothly.

Job Responsibilities

Troubleshooting:

• Diagnose and resolve hardware, software, and network issues.
• Provide solutions for operating system errors, application crashes, and other technical problems.

Help Desk Support:

• Respond to support tickets, emails, or phone calls.
• Assist users in resolving technical issues remotely or on-site.

System Maintenance:

• Perform routine system checks and maintenance tasks.
• Ensure all systems are up to date with the latest software patches and security updates.

Configuration and Installation:

• Set up new devices, including desktops, laptops, printers, and mobile devices.
• Install, configure, and maintain software applications.

Network Support:

• Troubleshoot network connectivity issues (e.g., Wi-Fi, LAN).
• Assist with network setup and monitoring.

Documentation and Reporting:

• Maintain records of issues, resolutions, and system updates.
• Document user manuals or guides for common IT tasks.

Training and Guidance:

• Assist users with IT best practices and basic troubleshooting steps.
• Conduct training sessions for new tools or systems.

Security and Compliance:

• Monitor systems for security breaches or unauthorized activities.
• Implement IT policies to comply with organizational or regulatory standards.

Education and Certifications:

• Bachelor’s degree in Computer Science, IT, or a related field (preferred).
• Certifications such as CompTIA A+, Network+, ITIL, or Microsoft Certified (desired).

Skills and Experience:

• Technical Skills:
• Proficiency in Windows, macOS, and/or Linux operating systems.
• Experience with troubleshooting hardware, software, and networking issues.
• Knowledge of Active Directory, Office 365, and basic networking concepts.
• Familiarity with ticketing systems like ServiceNow or Zendesk.