This role's main responsibility is to provide technical assistance and support for incoming queries and issues related to computer systems, software, applications, and hardware.
The Level 1 IT Support Specialist will respond to queries either in person, via remote access, or over the phone and will resolve technical problems efficiently and courteously.
This role is crucial in ensuring our team members can operate effectively with minimal downtime. Responsibilities: 1.
Technical Support: • Provide first-line support for technical issues and escalate unresolved issues to appropriate internal teams or external service providers. • Respond to inquiries from team members and assist in resolving any hardware or software problems.
• Install, configure, and troubleshoot issues with computer hardware, software systems, networks, printers, and other peripheral drivers and applications.
2.
Documentation and Maintenance: • Maintain records of daily problems, and remedial actions taken.
• Create and update technical documentation and user guides. 3.
User Training and Administrative Assistance: • Assist in the onboarding process for new employees regarding IT systems and tools. • Assist in the offboarding process for former employees • Conduct training sessions for team members on basic IT skillsets and best practices. • Administer password resets and account facilitation in the following criteria: DocuSign, Hubspot, Microsoft, NetProApp, Five9, Ring Central .
System Monitoring and Security: • Monitor IT systems to ensure functionality and security.
• Report security breaches and implement preventive measures. 5.
Inventory Management: • Maintain inventory of equipment, software, and licenses. • Coordinate equipment repairs and replacements as needed.
Requirements: • Knowledge of computer hardware and software systems • Ability to diagnose and resolve basic technical issues.
• Effective communication skills, both written and verbal. • Customer-oriented and patient with excellent problem-solving skills