Technology Support Specialist

Role Overview

• Serve as the first line of support for internal users, responding to and resolving hardware, software, and network-related inquiries.
• Provide technical support via phone, email, or remote assistance to diagnose and troubleshoot issues.
• Assist with system updates, patches, and maintenance tasks to ensure system reliability and security.
• Maintain a log of user-reported issues and resolutions through a ticketing system, ensuring timely resolution and follow-up.
• Provide user training and guidance on best practices for using systems, software, and equipment.
• Support setup, maintenance, and troubleshooting of equipment.
• Collaborate with the engineering and product teams to implement new technologies, upgrades, and improvements.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field (Bachelor’s degree preferred).
• 2+ years of experience in IT support, network administration, or a related field.
• Strong understanding of hardware and software troubleshooting, including desktops, laptops, iPads, and mobile devices.
• Familiarity with Mobile Device Management (MDM) solutions, particularly focused on Apple environments.
• Strong understanding of data analysis and reviewing/interpreting automated system logs.
• Excellent communication and interpersonal skills, with the ability to explain technical issues to non-technical users and to empathize with their needs.
• Ability to work independently and prioritize multiple tasks in a fast-paced environment.
• Strong problem-solving and analytical skills.