What are the responsibilities and job description for the IT Support Specialist position at Caresoft?
Job Details
Title: IT Support Specialist
Location: Heathrow, FL
Duration: 6 Months
Location: Heathrow, FL
Duration: 6 Months
Key Responsibilities:
Escalated Support: Address technical issues escalated from Level 1 support that require advanced troubleshooting skills.
Problem Diagnosis: Diagnose and resolve complex hardware and software problems across various platforms.
System Configuration: Perform system updates and configurations to optimize performance and security.
Collaboration: Work with other technical teams to resolve multi-faceted incidents effectively.
Documentation: Maintain detailed documentation of all issues encountered, solutions provided, and processes followed for future reference.
Training & Mentorship: Train Level 1 support staff on common issues and effective troubleshooting techniques.
Proactive Monitoring: Monitor system performance metrics to identify potential issues before they escalate into major problems.
Escalation Management: Prepare comprehensive documentation for unresolved or critical incidents that need to be escalated to Level 3 support.
Qualifications:
Education: A bachelor's degree in information technology or a related field is preferred.
Experience: Experience in an IT support role with a focus on troubleshooting complex issues.
Technical Expertise: In-depth knowledge of operating systems (Windows/Mac), networking principles, and common software applications (e.g., Microsoft Office Suite).
Analytical Skills: Strong problem-solving abilities with a proactive approach to identifying challenges.
Communication Skills: Excellent verbal and written communication skills to effectively guide users through technical processes.
Project Management Skills: Ability to manage multiple priorities simultaneously while maintaining attention to detail in documentation and processes.
Operating Systems Proficiency: Experience supporting various operating systems, including Windows, macOS, and Linux.
Incident Management Experience: Proven track record of managing incidents effectively using ITSM tools (e.g., ServiceNow, JIRA).
ITIL Certification: ITIL Foundation certification or higher to demonstrate knowledge of IT service management best practices.
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