Technical Support Specialist

Job Summary

We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our team. In this role, you will provide technical assistance and support to customers and internal users, diagnose hardware and software issues, and ensure timely resolution of technical problems. The ideal candidate has strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer service.

Key Responsibilities

• Provide first-line technical support via phone, email, chat, or ticketing system

• Troubleshoot hardware, software, and network-related issues

• Install, configure, and maintain computer systems and applications

• Escalate complex issues to appropriate teams when necessary

• Document incidents, solutions, and processes in the ticketing system

• Guide users through step-by-step solutions in a clear and professional manner

• Maintain knowledge base articles and support documentation

• Assist with onboarding and setup for new employees

• Monitor system performance and report recurring issues

• Ensure compliance with IT policies and security standards

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

• 1–3 years of experience in technical support, help desk, or IT support role

• Strong knowledge of Windows and/or macOS operating systems

• Familiarity with Microsoft 365, common business applications, and basic networking concepts

• Experience with ticketing systems and remote support tools

• Excellent troubleshooting and problem-solving skills

• Strong verbal and written communication skills

Preferred Qualifications

• CompTIA A+, Network+, or similar certifications

• Experience supporting cloud-based applications

• Knowledge of Active Directory and user account management

• Basic understanding of cybersecurity principles

• Experience in a customer service–focused environment

Key Competencies

• Customer-focused mindset

• Analytical thinking

• Attention to detail

• Time management and prioritization

• Team collaboration

• Adaptability and continuous learning

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