What are the responsibilities and job description for the IT Support Specialist - Level I position at HSM?
The IT Support Specialist I provides front-line IT help desk technical support to end users on a variety of issues related to computer systems, software, and hardware. This role involves troubleshooting, diagnosing, and resolving issues; installing hardware and software; guiding users through established procedures and policies; and, utilizing the IT support ticketing system to receive, process, and document issues and requests.
Technical Support:
- Provide IT technical support via phone, email, remote access, or in person.
- Respond to incidents, service requests, and queries to assist users by diagnosing and troubleshooting hardware and software issues.
- Escalate unresolved issues to higher-level support when necessary.
Installation, Maintenance & Configuration:
- Install, set up and configure new or replacement computer software, hardware and peripheral devices.
- Maintain and support end user computers to ensure optimal functionality.
- Assist with software updates, patches, and fixes as requested.
Documentation & Reporting:
- Document all support interactions, including issue resolutions, using the company’s ticketing system.
- Assist in maintaining accurate records of equipment inventory, configurations, user requests and software inventory (e.g. computers, peripherals, printers, handheld scanners, software subscriptions).
- Identify recurring issues and report them to help implement permanent solutions.
User Training & Assistance:
- Assist end users in understanding how to use software or systems.
- Develop training materials or user guides to improve efficiency and reduce common technical issues.
Education:
- Associate’s degree in information technology, computer science, or related field; or equivalent work experience.
- Entry-level experience in IT support, help desk, or a related field is preferred.
Skills:
- Excellent communication skills, both verbal and written.
- Strong troubleshooting and problem-solving skills.
- Possess strong team-oriented attitude.
- Knowledge of basic computing concepts, Windows operating systems, and common business software.
- Familiarity with help desk ticketing systems like TeamDynamix is a plus.
Certifications:
- CompTIA A or similar IT support certifications are a plus.
Working Conditions:
- Ability to lift and carry equipment up to 30 lbs.
- Flexibility to work off-hours for maintenance or urgent needs.
