Information Technology Support

About the Role:

The Information Technology Support role is critical in ensuring the seamless operation and maintenance of an organization's IT infrastructure. This position focuses on providing timely and effective technical assistance to end-users, resolving hardware, software, and network issues to minimize downtime. The role involves diagnosing problems, implementing solutions, and escalating complex issues to specialized teams when necessary. Additionally, the IT Support professional contributes to system upgrades, documentation, and user training to enhance overall technology adoption and efficiency. Ultimately, this role supports the organization's productivity by maintaining reliable and secure IT services across all departments.

Minimum Qualifications:

• High school diploma or equivalent; Associate's degree in Information Technology or related field preferred.
• Proven experience in a technical support or help desk role.
• Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Familiarity with networking concepts such as TCP/IP, DNS, and VPN.
• Strong problem-solving skills and ability to communicate technical information clearly to non-technical users.

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Experience with enterprise-level ticketing systems and remote support tools.
• Knowledge of cybersecurity principles and best practices.
• Previous experience supporting cloud-based services and virtualization technologies.

Responsibilities:

• Respond promptly to user inquiries and technical issues via phone, email, or in-person support.
• Diagnose and troubleshoot hardware, software, and network problems to restore functionality.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Document support activities, solutions, and procedures to build a knowledge base for future reference.
• Collaborate with IT teams to escalate and resolve complex technical issues and participate in system upgrades.
• Provide end-user training and guidance on IT best practices and security protocols.
• Monitor IT systems for performance and security issues, reporting anomalies as needed.

Skills:

The required skills enable the IT Support professional to effectively diagnose and resolve a wide range of technical issues encountered by users daily. Strong communication skills are essential for translating complex technical concepts into understandable guidance for end-users. Familiarity with operating systems and networking fundamentals allows the professional to maintain and troubleshoot infrastructure components efficiently. Preferred skills such as certifications and experience with advanced tools enhance the ability to manage more complex environments and contribute to proactive IT improvements. Together, these skills ensure the IT Support role can maintain high service levels, support organizational technology goals, and foster a secure and productive work environment.