Information Technology (IT) Support Specialist

Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, via telephone, or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Install, configure, and maintain an organization's local area network (LAN), wide area network (WAN), data communications network, operating systems, and physical and virtual servers. Perform system monitoring and verify the integrity and availability of hardware, network, and server resources and systems. Review system and application logs and verify completion of scheduled jobs, including system backups. Analyze network and server resource consumption and control user access. Install and upgrade software and maintain software licenses. May assist in network modeling, analysis, planning, and coordination between network and data communications hardware and software.

Bachelor’s degree in computer science or information technology is required. Equivalent experience will be accepted in place of education. Provide helpdesk support including help with video communication systems, desktops, servers, laptops, and computer peripherals. Act as the point of contact for all IT-related queries within the organization. Respond to multiple requests a day and provide support in person and remotely. Test new IT equipment and sign off on their delivery receipts. Help with creating FAQs and technical onboarding of new employees to company software systems and hardware use. Able to set up new IT systems as per user requirements and recommend specifications of new IT systems to be procured based on job role requirements.

Own the day-to-day operation of computer networks to ensure proper maintenance and security. Assess corporate computer needs. Supervise instillation of software and hardware. Gather user feedback, address outstanding computer, and network issues. Oversee digital security and install virus protection software. Communicate network issues to both employees and management and fix configuration problems. Monitor computer networks to improve performance.

Plan, initiate, and manage information technology (IT) projects. Lead and guide the work of technical staff. Serve as liaison between business and technical aspects of projects. Plan project stages and assess business implications for each stage. Monitor progress to assure deadlines, standards, and cost targets are met.

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

Computer: Use hardware and software expertise to configure, install, and maintain computer networks. May require troubleshooting and repairing technical issues, providing end-user support, and applying best practices for data backups and system security. Mathematical: Develop software to model random or selective hypothetical and real-world problems and generate solutions. Typically requires use of programming language and coordination with researchers and other subject matter experts.

A bachelor’s degree in computer science or information technology is required. Equivalent work experience may be accepted in lieu of formal education. Assist in design, development, and practical implementation of networking systems based on the company’s needs. Maintenance and repair of existing networks and network infrastructure to ensure minimum downtime. Provide input for deciding specifications of new IT equipment to be bought and any replacements/upgrades for current infrastructure. Working knowledge of switching and routing is required. Monitor network health and recommend solutions in advance to prevent faults and increase capacity based on upcoming needs. Maintain the technical documentation needed for IT support technicians and team members.