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IT Support Specialist

2 months ago

Boston, Massachusetts, United States TEKsystems Full time
Job Overview

Position: IT Support Specialist

Duration: 12 Months

Role Summary:
This role is an integral part of the IT Support team, responsible for assisting users facing challenges with IT applications, products, or services. As the primary contact for user support inquiries, the IT Support Specialist plays a vital role in delivering timely and effective solutions.

Key Responsibilities:
• Provide comprehensive support for all IT products and services, including troubleshooting issues, answering queries, and guiding users on software and hardware functionalities.
• Monitor the Service Desk for incoming tickets, addressing them in a first-in, first-out manner based on urgency.
• Assess and determine the most efficient methods to resolve technical issues faced by end users, engaging in thorough research and troubleshooting as needed.
• Follow up with users to ensure that proposed solutions have effectively resolved their issues, seeking feedback for continuous improvement.
• Conduct remote troubleshooting and support as required.
• Stay updated with new skills and processes to adapt to evolving technologies.
• Maintain accurate records in the ticketing system, ensuring timely updates and information.
• Enhance knowledge base resources to improve resolution times.
• Ensure compliance of all desktops and laptops within the environment.
• Install, test, and configure new workstations, peripherals, and software.
• Keep an inventory of all equipment, software, and licenses.
• Assist in onboarding and training new users.
• Escalate unresolved issues through the appropriate channels in a timely manner.

Essential Skills:
• Proficient in Windows 7 and Windows 10, with a strong understanding of network printers and Active Directory.
• Experience with enterprise-level ticketing systems, specifically Jira.

Work Environment:
• Windows-based environment with a business casual dress code.
• Professionalism is essential, with a focus on providing high-quality service.
• Onsite work is required, with no remote flexibility.

Qualifications:
• Minimum of three years of experience in providing end-user support in an Active Directory environment.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are preferred.