What are the responsibilities and job description for the IT Support Specialist position at Quantum Search Partners?
Job Description
Job Description
The IT Support Specialist (II) is responsible for providing primary technology support to the end-user community at our client. This role requires a robust background in endpoint, network, and general technology support, coupled with excellent problem-solving skills and a strong commitment to customer service. The position will also support IT departmental projects and continuous improvement efforts to ensure that IT is a value-added partner within our organization.
Duties and Responsibilities (5% Plan, 20% Build, 75% Run) :
- Deliver high-quality customer service, maintaining professionalism in all interactions and serving as the first-line support for technical issues initiated by end users via phone, email, web portal, or in-person walk-up
- Diagnose and troubleshoot software, hardware, and network issues for desktops, laptops, peripherals, mobile phones, printers, telephones, and operational equipment
- Support software and equipment, including installation, configuration, updates, upgrades, replacements, and maintenance activities
- Prepare and complete onboarding and offboarding of end users
- Assist in maintaining the digital surveillance system
- Troubleshoot Office 365 related applications
- Assist in the management of Apple-related products (laptops, phones, and tablets)
- Guide users through step-by-step incident resolution remotely or in person, offering proactive advice for preventing future issues
- Document, track, and monitor incidents via the IT Service Management Platform to ensure incident resolution meets Service Level Agreements (SLA)
- Support operational technology equipment, including production labeling systems, label printers (Honeywell), scales, and Motorola barcode scanners
- Provide basic training to end-users on IT equipment and best practices
- Collaborate with other IT team members to address complex issues and enhance overall department capabilities
- Support asset management including tracking, inventory, storage, and audits, to ensure accuracy and maintainability
- Regularly maintain and update technical documentation
- Participate in various projects aimed at improving IT systems and processes
- Travel to different offices, as necessary, to provide comprehensive IT support
- Participate in a rotating after-hour support schedule (low incidence environment)
- Other duties as assigned
Qualifications and Experience :
