IT Support Specialist

The IT Support Technician II will be responsible for providing technical support and assistance to end-users, troubleshooting software and hardware issues, and escalating complex problems to higher-level support teams when necessary. The ideal candidate should have excellent communication skills, strong problem-solving abilities, and a customer-focused approach.

• Respond to incoming support requests via phone, email, or ticketing system in a timely manner
• Diagnose and troubleshoot technical issues related to software, hardware, and network connectivity
• Provide guidance and assistance to end-users on the use of IT systems, applications, and tools
• Escalate unresolved issues to the appropriate support teams or vendors for further investigation and resolution
• Install, configure, and maintain computer hardware, software, and peripherals
• Collaborate with other IT team members to implement solutions and improvements
• Document support activities, resolutions, and troubleshooting steps for future reference
• Contribute to the development of knowledge base articles and user guides

Experience: