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Technical Support Specialist

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Position Overview

Technical Support Specialist

The Technical Support Specialist provides assistance and troubleshooting for hardware, software, and network issues. This role serves as the first point of contact for end-users, ensuring timely resolution of technical problems, maintaining high customer satisfaction, and supporting the overall IT infrastructure.

Minimum Qualifications

  • Associate or Bachelor’s degree in Computer Science, Information Technology, or related field. 
  • 1–3 years of experience in technical support or IT helpdesk role. 
  • Knowledge of Windows, macOS, and mobile device platforms. 
  • Familiarity with networking fundamentals (TCP/IP, DNS, VPN, firewalls). 
  • Strong problem-solving, communication, and customer service skills. 
  • Ability to manage multiple tasks in a fast-paced environment. 

Preferred Qualifications

  • CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator certification. 
  • Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk). 
  • Familiarity with remote desktop support tools. 
  • Background in Active Directory, Office 365, and cloud-based systems. 
  • Bilingual communication skills. 

Duties and Responsibilities

  • Provide first-level technical support via phone, email, or chat. 
  • Diagnose and resolve hardware, software, and networking issues. 
  • Install, configure, and update operating systems and applications. 
  • Document support cases and maintain accurate issue-tracking records. 
  • Escalate complex issues to higher-level support or engineering teams when necessary. 
  • Assist with user account management, password resets, and access permissions. 
  • Educate end-users on best practices for IT systems and security. 
  • Ensure timely follow-up and customer satisfaction on all support requests. 

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