Specialist IT III

IT Specialist

The IT Specialist provides technical support and assistance to users across the organization, ensuring smooth operation of computer systems and networks.

Responsibilities

Technical Support & System Management

• Provide tier 2 support for hardware, software, and network related issues.
• Install, configure, and maintain computers, software applications, and network devices.
• Monitor systems, troubleshoot problems, and elevate complex issues as needed.
• Manage user access to systems and applications, ensuring proper permissions and security.
• Develop scripts (e.g., PowerShell) to automate processes and improve team efficiency.
• Ensure systems are updated, secure, and operating efficiently.

User Assistance & Training

• Provide guidance and training to end users on IT systems, software, and best practices.
• Develop and maintain self‑service KBAs for end users to resolve common issues and requests without IT intervention.
• Promote effective use of IT resources to improve productivity.
• Collect feedback from users to identify recurring issues and recommend improvements.

Documentation, Security, Collaboration & Projects

• Document incident resolutions in tickets and knowledge base articles (KBAs).
• Assist with IT security measures and ensure compliance with policies.
• Collaborate with IT teams, departments, and vendors on projects, deployments, migrations, and automation initiatives.
• Support team efforts in managing IT inventory, including hardware and software assets.

Qualifications

• 3-5 years of experience in a technical support role.
• Strong troubleshooting, diagnosing, and problem‑solving skills.
• Strong knowledge of computer hardware, networking, and software.
• Experience with specific IT systems and technologies such as Microsoft Windows, macOS, iOS, Citrix, AWS, and Active Directory.
• Experience with PowerShell scripting.
• Experience with IT management tools such as Microsoft Intune and SCCM.

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