Information Technology Support Specialist

Technical Skills:

Experience: 3-5 years of strong experience providing IT infrastructure field support, including

troubleshooting hardware, software, and operating system issues. Ability to resolve problems

without impacting hardware warranties or violating customer security compliance requirements.

Hardware & Software Support:

○ Installation, technical troubleshooting, and repair of desktops, laptops, printers, and other

computer peripherals.

○ Proficiency in resolving issues related to desktop applications.

Networking Knowledge:

○ Basic understanding of enterprise LAN/WAN setups and concepts.

○ Ability to perform "smart hands" activities under instruction-based tasks at client sites.

○ Proficiency in TCP/IP networking, DNS, DHCP, VPN, and RDP.

Peripheral & Network Hardware Support:

○ "Smart hands" support for hardware such as monitors, keyboards, mice, printers,

scanners, fax machines, routers, wireless routers, switches, firewalls, racks, cabinets,

and multi-port data termination panels.

Operating Systems:

○ Expertise in desk-side support and PC break/fix, including basic administration of

Windows OS.

○ Preferred experience with MAC and Linux OS.

Physical Requirements:

○ Ability to lift/move computer equipment weighing up to 50 lbs.

Problem Management:

○ Experience in repeat call analysis and developing preventive actions.

○ Skilled in problem management and resolution.

Ticketing Tools:

○ Proficiency in using ticketing tools such as ServiceNow, Remedy, etc.

Non-Technical Skills:

Communication & Customer Management:

○ Excellent written and oral communication skills with clients and management.

○ Strong customer service and relationship management skills.

○ Ability to interact with customers at different levels.

Work Ethic & Collaboration:

○ Self-driven, result-oriented, and passionate about the work.

○ Ability to work independently or as part of a team.

○ Capable of working under deadlines with a proactive, ownership-driven mindset.

Flexibility:

○ Available to work flexible schedules as required.

Preferred Qualifications:

Education:

Associate Degree in Electronics or related field.

Certifications:

○ CompTIA A+ certification preferred.

○ Additional vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP) are a plus.