IT Technical Specialist

To become a trusted advisor and technical problem-solver, proactively ensuring optimal IT system uptime and user productivity through exceptional support, collaboration, and continuous learning.

• Trusted Advisor: Senior support specialists go beyond basic troubleshooting, building trust and rapport with users.


• Technical Problem-Solver: They possess advanced skills to diagnose and resolve complex technical issues.


• Proactive Approach: Looking ahead to prevent problems and optimize system performance is crucial.


• Optimal Uptime: Their focus is on maintaining system reliability and minimizing downtime.


• Exceptional Support: Providing top-notch, efficient user support is a core responsibility.


• Collaboration: Working seamlessly with internal teams to find comprehensive solutions.


• Continuous Learning: Staying updated on technology advancements is essential for senior specialists., Troubleshoot and diagnose a wide range of user-reported technical issues through phone, email, and remote desktop tools.


• Provide clear and concise solutions to users, ensuring their IT needs are met efficiently.


• Support security and compliance audits processes, actively during an audit and proactively by maintaining user access as appropriate in company systems


• Document technical issues, resolutions, and escalations for future reference and knowledge sharing.


• Maintain an in-depth understanding of company software, hardware, and network configurations.


• Proactively identify and report potential IT problems to prevent disruptions.


• Collaborate with internal teams (Engineering, Infrastructure, Security) to resolve complex issues.


• Stay up-to-date on emerging technologies and industry best practices.


• Contribute to the development and improvement of internal IT documentation and knowledge base., By month six, working independently to suggest system optimization and ways to enhance internal support
  
  2-4 years of experience in IT Helpdesk Support or a related role.


• Proficiency in Google Workspace, Okta, Asset Management and ITSM tools.


• Working knowledge of MacOS and Windows operating systems and network troubleshooting principles.


• Ability to troubleshoot software installation, configuration, and functionality issues.


• Familiarity with IT asset management solutions


• Experience with scripting languages (e.g., Bash, Powershell) for automating routine tasks


• Proven ability to troubleshoot and resolve a variety of technical issues.


• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in a clear and concise manner.


• Strong customer service orientation and a commitment to providing exceptional user experience.