IT Support Specialist job description
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What does a IT Support Specialist do?
The IT Support Specialist is essential for maintaining the technological infrastructure of the company, ensuring that all systems operate smoothly. Their expertise in troubleshooting and assisting users helps in minimizing downtime and enhancing productivity through timely resolution of technical issues.
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What are the Key Responsibilities of IT Support Specialist
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries either in person, via chat, or over the phone.
- Diagnose and resolve technical hardware and software issues.
- Walk users through problem-solving processes.
- Install, modify, and repair computer hardware and software.
- Run diagnostic programs to resolve problems.
- Document internal procedures and processes.
- Follow up with users to ensure issues have been resolved.
- Assist in maintaining inventory records and tracking technology equipment.
What are the Skills and Requirements for a IT Support Specialist?
- Strong knowledge of computer systems, mobile devices, and other tech products.
- Proficiency in using remote desktop applications and help desk software.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step assistance, both written and verbal.
- Customer-oriented and cool-tempered when dealing with difficult users.
What are the KPIs to track for IT Support Specialist?
The effectiveness of the IT Support Specialist is measured by their ability to swiftly resolve technical issues, provide user satisfaction, maintain low system downtimes, and keep a high standard of technical support documented through positive user feedback.
Issue Resolution Time
Timely resolution of technical issues as per set SLA.
User Satisfaction
High satisfaction scores from user feedback surveys.
System Availability
Maintain high system uptime and functionality.
Reports to
IT Manager
Collaborates with
Network Administrators, Systems Engineers
Leads
No direct reports
Are any specific tools or software required for the IT Support Specialist role?
- Microsoft Office Suite
- ServiceNow
- JIRA
- Remote Desktop Software
What is the qualification of IT Support Specialist?
Associate's degree in Information Technology or equivalent experience; CompTIA A+ or Microsoft Certified IT Professional (MCITP) certification preferred.
