IT Support Specialist

2 weeks ago

Kansas City, United States Capstone IT Full time

Job Description The End User Support Technician is responsible for installing, configuring, and upgrading computer equipment for employees and contingent workers. This role provides hands-on and remote technical support, ensuring timely resolution of hardware and software issues while delivering a high standard of customer service. Key Responsibilities Deliver technical assistance and problem resolution with a strong focus on customer service, teamwork, and urgency. Image, configure, install, repair, and upgrade computer systems; perform routine maintenance as needed. Troubleshoot hardware, software, and technical incidents. Manage and resolve assigned tickets-individually or within a group queue-in a timely manner. Provide in-person and remote support to end users seeking technical assistance. Maintain inventory of devices and accurately track assignments to end users. Resolve tickets within the ServiceNow support environment in alignment with department expectations. Document troubleshooting steps and resolutions thoroughly within the ticketing system. Assist users with new software installations in accordance with licensing requirements. Perform workstation setups for new hires as well as equipment connections for office or department moves. Collaborate with IT service owners to resolve complex technical issues. Provide accurate information regarding IT products, services, and availability. Follow up with customers and provide regular status updates on open requests. Contribute to knowledge base updates, including documenting recurring issues and refreshing outdated articles. Participate in Problem and Change Management processes as needed. Provide tier-1 AV hardware support, including connection and presentation assistance on-site. Qualifications High School Diploma or GED required Working knowledge of computer hardware, operating systems, and related technologies Strong analytical, troubleshooting, and organizational skills Effective written, verbal, and listening communication skills Ability to work independently and collaboratively Self-motivated and able to prioritize tasks effectively EEO/Disabled/Veterans encouraged to apply

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