IT Field Support Specialist

Purpose

• Deliver on-site technical support to ensure uninterrupted IT operations and optimize system performance for end-users in diverse environments

Responsibilities

• Provide on-site technical support to end-users, including troubleshooting hardware, software, and network issues to ensure minimal disruption to business operations.
• Conduct regular maintenance and repairs as needed to optimize performance and reliability.
• Install, upgrade, and configure software applications, operating systems, and utilities on end-user devices, ensuring compatibility and adherence to organizational standards.
• Ensure connectivity to local area networks (LANs), wireless networks, and internet services. Troubleshoot network connectivity issues and assist with network infrastructure setup and maintenance.
• Provide technical assistance and guidance to end-users on IT systems, applications, and security best practices. Educate users on self-service tools and resources to empower them to resolve common issues independently.
• Maintain accurate records of support activities, including ticket logging, resolution steps, and hardware/software inventory. Document troubleshooting procedures and user guides for future reference.
• Deliver excellent customer service by responding to support requests promptly, addressing user concerns with empathy and professionalism, and ensuring customer satisfaction with resolution outcomes.
• Accountable for delivering high-quality on-site support services that meet or exceed end-user expectations, ensuring a positive user experience and fostering trust in IT support capabilities.

Education

• A high school diploma or equivalent is required. Additional technical education or certification in information technology, computer science, or a related field is preferred.
• Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are preferred but not mandatory.
• Proficiency in English is essential for effective communication with team members, end-users, and stakeholders.
• An associate's degree in information technology, computer science, or a related field is advantageous.
• Additional certifications related to IT support, such as CompTIA Security+, ITIL Foundation, or Cisco Certified Entry Networking Technician (CCENT), can enhance the candidate's profile.

Experience

• Prior experience in a technical support role or customer service position is beneficial, but not required for entry-level positions.Demonstrated experience in diagnosing and resolving hardware, software, and network issues for end-users in a timely and efficient manner.
• Proven track record of providing excellent customer service and support, with the ability to communicate technical information clearly and effectively to non-technical users.
• Hands-on experience providing on-site technical support to end-users, including hardware setup, configuration, and troubleshooting.
• Experience in maintaining and repairing desktops, laptops, printers, and other hardware devices, ensuring optimal performance and reliability.
• Proficiency in installing, upgrading, and configuring software applications, operating systems, and utilities on end-user devices.
• Familiarity with troubleshooting network connectivity issues, including LANs, wireless networks, and internet services, to ensure uninterrupted access for end-users.
• Ability to maintain accurate records of support activities, including ticket logging, resolution steps, and hardware/software inventory, ensuring transparency and accountability.
• Experience in providing remote technical support to off-site users, utilizing remote access tools and techniques to troubleshoot and resolve issues efficiently.

Functional Competencies