Information Technology Support Specialist

4 weeks ago


Albuquerque, United States Optimum ABQ Full time

The IT Support Specialist is responsible for providing technical support to end-users in all verticals of Optimum. This role involves troubleshooting hardware and software issues, assisting with network-related problems, and ensuring that all IT systems and equipment are functioning effectively. The IT Support Specialist plays a crucial role in maintaining the productivity and efficiency of the organization's technology infrastructure. This role reports to the Sr. Director of IT.


Key Responsibilities:

Technical Support:

  • Respond promptly to end-user inquiries via phone, email, or in person, providing technical assistance and support for hardware and software issues.
  • Diagnose and troubleshoot problems related to desktops, laptops, printers, mobile devices, and other IT equipment.
  • Install, configure, and maintain hardware and software components, ensuring compatibility and optimal performance.
  • Assist with the setup and configuration of user accounts, email clients, and software applications.
  • Monitor system performance and identify areas for improvement, recommending upgrades or enhancements to hardware and software as needed.
  • Perform routine maintenance tasks, such as software updates, system patches, and equipment inspections, to ensure the stability and security of IT systems.
  • Troubleshooting network related issues such as connectivity issues, configuring routers and switches, and implementing network security measures.
  • Ensure the integrity and reliability of optimum’s network infrastructure.
  • Coordinate the setup and deployment of new workstations for employees, including hardware installation, software configuration, and user account setup.


Problem Resolution:

  • Identify and resolve hardware, software, and network-related issues in a timely manner, escalating complex problems to higher-level support teams when necessary.
  • Utilize troubleshooting techniques and diagnostic tools to isolate and resolve technical issues effectively.
  • Document all support activities, including problem descriptions, resolution steps, and system configurations, to maintain accurate records and facilitate knowledge sharing.


Qualifications:

  • Bachelor's degree in information technology, Computer Science, or related field preferred but not required
  • Proven experience in providing technical support to end-users in a corporate environment.
  • Strong knowledge of hardware components, operating systems, and software applications.
  • Familiarity with networking concepts, protocols, and troubleshooting techniques.
  • Excellent problem-solving skills and the ability to prioritize tasks in a fast-paced environment.
  • Effective communication skills, with the ability to explain technical concepts to non-technical users.
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) a plus.


The IT Support Specialist plays a vital role in ensuring the smooth operation of the organization's IT systems and infrastructure, providing essential support to end-users and helping to resolve technical issues promptly and efficiently.



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