What are the responsibilities and job description for the IT Support Specialist position at Housing Hub?
IT Support Specialist
POSITION SUMMARY: The IT Support Specialist is responsible for providing technical support and assistance to our internal users, ensuring seamless operation of computer systems and applications. This is a hands-on position requiring technical skills, as well as excellent interpersonal and communication skills. This position requires involvement in end-user hardware, application, and account support, both on-site and remotely. Handles incoming support tickets, calls, hardware and software troubleshooting, IMAC, and implementation.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Customer service oriented – daily interactions with end users, provide daily support to end users, and promote positive end-user interactions.
- Assist with the creation of images (rights and permissions) for the setup of PC’s and troubleshooting of PC’s.
- Responsible for new user setup (install, configure, and maintain) including system imaging, hardware setup, and peripheral components such as monitors, keyboards, printers, etc. for users.
- Triage end user support tickets and prioritize as appropriate.
- Maintain operating efficiency and stability, ensuring the security and integrity of all systems and data, responding to outages and other performance or connectivity issues or directed by senior members of the team.
- Utilize our ticketing system to log, track, and prioritize support requests, ensuring accurate documentation of issues and resolutions.
- Perform application administration activities such as creating, modifying, and deleting users, managing remote and security access for messaging systems, databases, and web applications.
- Utilize and observe established SLAs to ensure timely responses and assistance to phone, email, and on-site support requests.
- Participate in off-hours on-call rotation for remote support.
- Ability to communicate with demonstrated ability to express information (both in written and oral form) clearly and concisely in a manner appropriate to the audience.
- Be able to document processes or procedures according to best practices or if audit purposes require.
- The ability to work individually or as part of a small group. Shares knowledge with other team members and contributes to team growth.
- Maintain positive and effective working relationships with internal and external partners.
- Regular and predictable attendance is an essential function of the job.
MINIMUM EDUCATION/EXPERIENCE REQUIREMENTS
- High school diploma or equivalent 1 – 3 years of desktop support experience required. Experience may be substituted for part of educational qualifications as appropriate.
EDUCATION PREFERRED
- Associate or bachelor’s degree related to IT and 3 years of IT job experience
KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS
-
Familiarity with:
- VOIP phone management and troubleshooting (RingCentral CX and EX)
- Managing, troubleshooting, and deploying printers
- Networking fundamentals (basic understanding)
- Active Directory (AD) and Group Policy (GPO) (basic understanding)
-
Practical knowledge of:
- Imaging desktops and configuring new user setups – Windows 11
- Office 365 Administration, including MS Teams
-
Other Minimum Requirements:
- Exceptional documentation skills required.
- Excellent time, project management, and related organizational skills with attention to detail.
- Superior ability to multi-task, prioritize multiple projects, adjust to changing workflow and workload accordingly.
- Must be highly motivated and versatile, with the ability to work independently, take initiative, exercise discretion, demonstrate sound judgment, participate as an effective team member, and follow projects through to completion.
- Strong communication skills with demonstrated ability to express ideas and information (both in written and oral form) clearly and concisely in a manner appropriate to the audience.
- Ability to be accountable for quality customer service and respond appropriately to a variety of personalities and situations.
- Ability to maintain quality and safety standards.
- Must be able to read, write, and speak effectively in English.
#hc168084
