Overview
This role combines foundational technical support duties with hands-on involvement in hardware, software, network maintenance, and event support. As a key part of the IT team, the IT Support Specialist ensures smooth day-to-day operations by assisting users, resolving common IT issues, and maintaining essential infrastructure. The role also supports internal events by setting up and troubleshooting basic audio-visual equipment. The ideal candidate has a service-oriented mindset, growing technical skills, and a desire to learn and develop across multiple areas of IT.
Key Responsibilities
Helpdesk & Customer Support
- Provide front-line support via tickets, chat, email, or phone under supervision.
- Respond to basic to moderately complex inquiries regarding system access, software issues, and hardware concerns.
- Demonstrate empathy and effective communication while troubleshooting user issues.
- Escalate complex issues to senior support or relevant teams as needed.
Hardware Configuration and Maintenance
- Install, configure, and maintain workstations, laptops, and peripherals (printers, monitors, etc.).
- Conduct hardware diagnostics and resolve common issues independently.
- Maintain accurate inventory records and asset tagging for all IT hardware.
- Perform scheduled maintenance and hardware upgrades as needed.
Software Configuration and Maintenance
- Assist in installing and updating common business applications (e.g., MS Office, antivirus, communication tools).
- Apply patches and routine updates based on predefined procedures.
- Help troubleshoot basic software issues using existing documentation and tools.
Network Configuration and Maintenance
- Set up and support wired and wireless network connections for user workstations and office equipment.
- Monitor network stability and troubleshoot connection issues with guidance from senior IT staff.
- Document and assist in implementing standard network configurations.
- Perform regular checks and basic maintenance on network devices (e.g., switches, routers).
Audio and Video (AV) Event Support
- Set up and operate AV equipment for meetings, town halls, webinars, and training sessions.
- Support video conferencing platforms such as Zoom, Microsoft Teams, and Google Meet.
- Troubleshoot and resolve basic AV issues (e.g., microphone, camera, projector problems) during live events.
- Assist in maintaining AV inventory and setup guides.
Technical Documentation
- Create and update user guides, support FAQs, and step-by-step documentation for IT processes.
- Assist in documenting common troubleshooting procedures and configuration steps.
- Maintain accuracy and clarity in internal IT knowledge base entries.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- 1+ year of experience in IT support, helpdesk, or related technical roles preferred.
- Basic understanding of ITIL support processes is a plus.
Preferred
- Basic certification(s) in IT (e.g., CompTIA A+, ITIL Foundation, Google IT Support)
- Familiarity with Microsoft 365 environment, including Teams, Outlook, OneDrive, and SharePoint
- Experience supporting video conferencing platforms such as Zoom, Microsoft Teams, or Google Meet
- Exposure to basic networking concepts (e.g., IP addressing, DNS, DHCP)
- Knowledge of IT ticketing systems (e.g., Freshservice, Jira Service Desk, Zendesk)
- Experience assisting with audio/visual setups for events or meetings
- Familiarity with endpoint protection tools and basic cybersecurity practices
- Strong organizational and documentation skills
- Willingness to work on-site and provide support during scheduled company events or meetings
