Job Description
Job Description
As the IT Support Specialist, I report to the Senior Systems and Project Manager. My actions embody DOC’s core values and I understand the value of effective communication, a helpful hand, and the importance of relating to one’s needs.
Lead Outcomes
· I support by effectively triaging, prioritizing and analyzing needs, provide education and solve day to day user problems.
· I strive to meet and exceed department targets for ticket response and resolution times.
· I deliver consistently high quality, professional support.
· I ensure all team members have the hardware, software and essential peripherals needed to effectively perform the functions of role.
· I identify and eliminate security risks.
Core Responsibilities
· I respond to technical needs from DOC team members via phone, chat or in person.
· I diagnose and resolve issues with hardware, software, printers and network connectivity.
· Log, track and manage support tickets.
· Set up, install and configure new hardware and software.
· Guide team members through basic problem-solving steps.
I exemplify the following competencies
· I have an Associate’s degree in Computer Science or a related field.
· I have 1-3 years’ experience in customer service or technical support roles.
· I am proficient in Windows and macOS, Microsoft 365 and basic networking (TCP/IP, VPN, LAN/WAN).
· My work shows great attention to detail.
· I have strong problem-solving and analytical skills.
· I am familiar with networking basics (LAN/WAN).
· I actively listen, possess clear and patient interpersonal communication skills.
· I am a patient and skilled teacher.
· I enjoy working on a team.
· I am curious and my behavior is enthusiastic.
· I am flexible, adaptable and curious.
· I am able to lift up to 50lbs.