IT Support Specialist I

The IT Support Specialist I is to provide help to level one issue, as well as knowledge on technology to train staff.
You will also be responsible for assisting and providing support for technical issues.

DUTIES & RESPONSIBILITIES

• Assisting and providing support for technical issues
• Collaborate with IT team, cross-functional teams and all DMCR departments
• Work independently in a hybrid environment with limited supervision with the ability to prioritize objectives
• Serve as the initial point of contact for incoming support requests, provide all level 1 support, enter all activities into the ticketing system, provide updates, and resolve requests in accordance with departmental standards. Ability to triage incoming requests to the appropriate person.
• Assist in the compilation/maintenance of an accurate inventory of hardware and software
• Assist in network troubleshooting layer 1 through layer 7 of the OSI model. Including but not limited to network applications and physical cabling (voice & data) issues that affected workstation connectivity.
• Train staff in how to use a computer, email, audio/video, and telecommunication features and functionality.
• Create end-user documentation and guides as needed
• Coordinates and performs support for laptops, desktops, and mobile devices. Including but not limited to peripherals, office copiers, printers, and cameras. Ability to research and resolve technical issues.
• Deliver and set up equipment in and around metropolitan Houston
• Any other matters as assigned by management.

KNOWLEDGE & EXPERIENCE

Education:

• High school diploma or GED, required
• Associates Degree or Bachelor’s Degree, preferred

Experience:

• 1+ years of help desk function with end user computer support. Experience may be accepted in lieu of experience.

Credentials:

• Network+, Google Workspace Certification, and/or Microsoft 365 Enterprise Admin
• Required: CompTIA A+ (or equivalent)

Knowledge and Skills:

• Excellent customer service and communication skills
• Ability to troubleshoot software and hardware problems
• Familiarity with common software applications and operating systems
• Ability to work well under pressure
• Strong time-management skills
• Experience with ticketing systems
• Ability to teach technical concepts in a non-technical manner
• Ability to research technical issues
• Experience with remote support tools
• Ability to learn quickly and adapt to new technologies