Job Description:

JOB SUMMARYThe IT Support Specialist plays a vital role in ensuring the smooth operation of our clients' IT systems by providing help desk and field support to internal employees as well as field support to our clients. The role is responsible for diagnosing, troubleshooting, and resolving technical issues reported by our clients, and provides technical support through various channels, such as phone, email, chat, and remote desktop tools. The IT Support Specialist closely collaborates with our clients, internal teams, and external vendors to ensure prompt and accurate issue resolution as well as the effective functioning of IT operations.ESSENTIAL DUTIES, FUNCTIONS, AND RESPONSIBILITIES Help Desk SupportDrive the day-to-day operations of the IT department, ensuring that IT services are delivered efficiently and effectively.Provide first-level technical support to clients by promptly responding to inquiries and resolving technical issues via phone, email, chat, and remote assistance tools.Diagnose and troubleshoot hardware, software, and network-related problems reported by clients.Collaborate with other members of the IT team to resolve complex technical problems, and with clients to understand their IT needs and align technology solutions to meet their business objectives.Escalate complex issues to the IT Director for further investigation and resolution where necessary.Field Technical SupportProvide on-site technical support to clients as needed for software, hardware, and network issues.Collaborate with third-party vendors to resolve complex technical issues and implement solutionsConduct routine maintenance tasks, such as system updates, patches, and backups, to ensure optimal performance and security IT Documentation & ProcessContribute to the development, implementation, and improvement of IT policies, standard operating procedures, and technical support documentation to ensure the security, integrity, and availability of client systems and data.Follow established processes and procedures to ensure consistent and efficient handling of client issues.Document all client interactions, including issue details, troubleshooting steps, and resolutions, in the ticketing system.Assist with the evaluation, implementation, and maintenance of IT infrastructure enhancements and enterprise-wide IT systems including hardware, software, and networking components, to support business growth and improve system performance.SME and TrainingStay up-to-date with emerging technology trends and assess their potential impact on our clients' IT infrastructure and operations.Develop and deliver IT training programs to enhance the technical skills and knowledge of IT staff and end-users.Provide training and guidance to clients on the effective use of hardware and software applications.Other DutiesEstablish and maintain effective relationships with external vendors, ensuring the timely resolution of technical issues and maximizing the value of vendor partnerships.Maintain a high level of professionalism, customer service, and technical expertise while interacting with clients.EDUCATION & RELATED EXPERIENCE Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience).Proven experience in providing technical support in a professional environment.Professional certifications (such as CompTIA A+, Microsoft Certified Professional, ITIL, PMP, CISSP, etc.) are a plus.KNOWLEDGE, SKILLS, AND ABILITIES Strong knowledge of computer hardware, MAC and Windows operating systems, and software applications.Experience with Office 365, Google Drive, and other common cloud applicationsKnowledge of IT infrastructure, systems, and technologies, including servers, networks, storage, security, and cloud computing.Proficiency in troubleshooting common networking issues (TCPIP, DNS, DHCP, VPN, etc.).Familiarity with remote desktop tools and support ticketing systems.Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues effectively, coupled with a focus on driving innovation and process improvement.Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.Ability to work independently and prioritize tasks in a fast-paced environment.Customer-oriented mindset with a focus on delivering exceptional service and exceeding client expectations.