IT Support Specialist I (Soporte Técnico TI)

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The IT Support Specialist I is on the front lines of our helpdesk, responsible for supporting our end users in the local office and offices in the assigned region(s). This entry-level role has the primary responsibility of responding to IT support calls, troubleshooting and/or triaging tickets from team members in the region. The IT Support Specialist configures, maintains, and supports end user laptops and workstations, along with relevant office and production software.

Work hours are 8:00 AM – 5:00 PM local time; after-hours work as needed to complete open tasks.

• Serve as the first-level technician of the helpdesk team
• Provide excellent customer service through effective communication and active engagement
• Resolve IT requests within established Service Level Agreements (SLA)
• As needed, escalate IT issues to mid or senior-level technicians
• Manage own help desk system queue to ensure timely response and resolution times, and document resolutions accurately
• Assist other team members to help balance the IT workload
• Develop and maintain a close working relationship with the IT team and end users
• Effective assignment and recovery of IT assets in the assigned region
• Maintain accurate inventory of all hardware and software
• Complete assignments as assigned by the Director of IT, Principal of IT or Ware Malcomb leadership

• Bachelor’s degree or equivalent combination of technical training/work experience
• Relevant IT coursework and/or equivalent of (2) years of IT support experience
• Analytical, critical and deductive reasoning required to troubleshoot user issues
• Effective communication of technical information to a less technical audience
• Clear, concise, professional and thorough oral and written communication skills
• Ability to multitask, follow processes and procedures and take direction positively
• Ability to speak, understand and write in English is required
• Participate in after-hours work, and travel to various work sites, as needed
• Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items