What are the responsibilities and job description for the Level 1/2 IT Support Specialist position at Phaxis?
Salary is 65k to 75k
Seeking a proactive and customer-oriented Level 1/2 IT Support Specialist to join our growing IT team. In this role, you will provide essential support to internal users, troubleshoot technical issues, and assist with the installation, configuration, and maintenance of hardware and software. This is an excellent opportunity for someone looking to grow their career in IT support while helping ensure smooth day-to-day technology operations for the organization.
Key Responsibilities:
- Provide first-line Desktop Support / IT Support/ Help Desk support to end users for hardware, software, and network-related issues.
- Respond to support tickets, phone calls, and emails, ensuring timely resolution of issues.
- Diagnose and resolve technical problems involving PCs, printers, software applications, email, and network connectivity.
- Install, configure, and maintain hardware (e.g., desktops, laptops, printers) and software applications.
- Assist with the setup and configuration of workstations, ensuring compliance with organizational standards.
- Troubleshoot and resolve issues related to operating systems (Windows/Mac OS), business applications, and network connectivity.
- Escalate unresolved or complex issues to higher-level support or system administrators.
- Provide guidance and training to end users on basic IT-related issues and tools.
- Assist in maintaining inventory of IT equipment and software licenses.
- Perform routine system maintenance, including software updates and backups.
- Document issues and resolutions in the ticketing system, ensuring thorough and accurate records.
- Support remote and on-site users across various locations as needed.
- Contribute to IT projects and tasks as assigned by the IT Manager or Senior Support Staff.
Qualifications:
- Proven experience in an IT support role (Level 1/2).
- Basic knowledge of Windows and Mac OS environments, office applications (e.g., Microsoft Office Suite), and software troubleshooting including O365.
- Familiarity with networking concepts and hardware (e.g., routers, switches, printers).
- Ability to diagnose and resolve hardware, software, and network-related issues.
- Strong customer service skills with excellent communication abilities.
- Detail-oriented with the ability to document issues and resolutions clearly.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Experience with remote desktop support tools and ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk) is a plus.
- A Certification or equivalent IT support certifications preferred but not required.
Preferred Skills:
- Knowledge of basic server administration and cloud services (e.g., Office 365, G-Suite).
- Experience with Active Directory and user account management.
- Familiarity with mobile device management (MDM) and support for smartphones and tablets.
- Understanding of VPNs, firewalls, and other basic network security tools.
Salary : $65,000 - $75,000
