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IT Support Specialist

2 months ago

Atlanta, Georgia, United States Supportwave Full time
Job Title: IT Support Specialist

**Job Summary:**

We are seeking a highly skilled and experienced IT Support Specialist to join our team at Supportwave. As an IT Support Specialist, you will be responsible for providing top-notch technical support to our employees, ensuring that our IT systems and services are running smoothly and efficiently.

Key Responsibilities:

  • Technical Support & Troubleshooting:
    • Provide timely and friendly technical support to employees via phone, email, or ticketing system.
    • Troubleshoot and resolve basic IT issues related to hardware, software, network connectivity, and user accounts.
    • Assist users with day-to-day IT support, such as password resets, software installations, and device setup.
    • Use ticketing systems to track, prioritize, and resolve issues, ensuring proper documentation in knowledgebase tools.
    • Provide remote support to users and leverage remote desktop tools to troubleshoot issues efficiently.
  • Systems & Network Monitoring:
    • Monitor IT systems, networks, and software applications for performance and availability, addressing issues proactively to minimize downtime.
    • Assist with network troubleshooting, such as Wi-Fi and VPN access issues, particularly for remote users.
    • Maintain and update the IT asset inventory, tracking hardware, software, and licensing.
  • Collaboration & Vendor Coordination:
    • Work closely with the IT team and other departments to ensure the smooth delivery of IT services.
  • Training & Documentation:
    • Provide basic IT training and support to end users on company systems, software applications, and best practices.
    • Assist in creating and updating user guides, FAQs, and other technical documentation to improve the user experience.
  • Security & Compliance:
    • Adhere to IT security protocols and follow best practices to protect sensitive data and ensure compliance with company security policies.
    • Assist in monitoring endpoint security systems, including antivirus and patch management, ensuring they are up to date.

Requirements:

  • Proven experience in a customer support role, preferably in an IT service desk environment.
  • Experience with ticketing systems, knowledgebase tools, and remote support tools.
  • Minimum 3 years of experience in a technical support or helpdesk role, ideally in a fast-paced environment.
  • Strong technical knowledge of Windows and macOS operating systems.
  • Familiarity with Microsoft 365, Azure, and cloud-based collaboration tools.
  • Basic understanding of networking principles, including TCP/IP, DNS, and VPNs.
  • Excellent troubleshooting and diagnostic skills, with a passion for solving IT problems.
  • Strong interpersonal and communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
  • Ability to manage multiple support requests simultaneously and prioritize tasks effectively.
  • A customer-focused mindset with a commitment to providing high-quality IT support.
  • Strong problem-solving skills and the ability to work independently or as part of a team.

Preferred Qualifications:

  • Certifications such as CompTIA A+, Microsoft Certified: Fundamentals, or equivalent.