What are the responsibilities and job description for the Information Technology Support Specialist position at The Wright Center for Graduate Medical Education?
Description
JOB SUMMARY
The IT Support Specialist will be the first point of contact for our employees seeking technical assistance, providing timely and effective support for hardware, software, and network-related issues. This role requires excellent problem-solving skills, strong communication abilities, and a commitment to providing exceptional end-user support.
ESSENTIAL JOB FUNCTIONS
- First-Level Support: Serve as the primary point of contact for IT support requests via phone, email, and in-person.
- Troubleshooting and Diagnosis: Diagnose and resolve technical issues related to desktops, laptops, printers, software applications, network connectivity, and other IT-related equipment.
- Ticket Management: Accurately log and track support requests in our help desk system and project management software, ensuring timely updates and resolutions.
- User Account Management: Assist with basic user account management tasks, such as account creation, password resets and account unlocks.
- Software and Hardware Support: Provide support for standard office applications, operating systems (Windows, macOS), and peripheral devices.
- Remote Support: Utilize remote access tools to diagnose and resolve issues on user workstations.
- Escalation: Escalate complex issues to senior IT staff or external vendors when necessary, ensuring proper documentation and follow-up.
- Documentation: Create and maintain basic knowledge base articles and troubleshooting guides for common issues.
- Hardware Setup and Deployment: Assist with the setup and deployment of new computer equipment, including installation of operating systems and software.
- Inventory Management: Assist with tracking and maintaining an accurate inventory of IT hardware and software.
- User Training: Provide basic guidance and training to end-users on the proper use of IT systems and software.
- Maintain a Positive Attitude: Provide friendly, professional, and patient support to all employees.
- Adherence to Policies: Follow established IT support procedures and company policies.
- Collaboration: Work effectively with other IT team members and departments to resolve issues and implement new technologies. Provide technical guidance and mentorship to junior team members.
- Staying Current: Keep up-to-date with the latest technology trends and best practices.
- On-Call Support: Participate in an on-call rotation to provide after-hours support for critical systems.
Requirements
REQUIRED QUALIFICATIONS
- High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology or a related field is a plus.
- Minimum of 1-2 years of experience in a help desk or IT support role.
- Strong working knowledge of Windows and/or macOS operating systems.
- Familiarity with common office productivity software (e.g., Microsoft Office Suite, Google Workspace).
- Basic understanding of computer hardware and networking concepts.
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Excellent customer service skills and a patient demeanor.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
PREFERRED QUALIFICATIONS
- Relevant certifications (e.g., CompTIA A , IT Fundamentals ).
- Experience with help desk ticketing systems.
- Basic experience with network troubleshooting (e.g., ping, tracert).
- Familiarity with mobile device support (iOS, Android).
- Experience with remote support tools.
