Responsibilities
The IT Support Specialist is responsible for providing technical assistance and support to end users related to applications, computers, and peripherals as well as responding to user emails requests, triage tickets, isolates problems, and determine and implement solutions.
Essential Job Functions
- Provide Tier 1 support for incoming queries and issues related to systems and networking.
- Provide exceptional customer service to all Hamilton employees throughout the process of resolving their support needs.
- Prioritize and respond to requests in a timely manner.
- Maintain appropriate documentation in tickets and related systems.
- Develop and document solutions in the form of standard operating procedures (SOPs).
- Effectively communicate complicated computer issues to Tier 2 support team.
- Coach computer users on topics associated with their computer problems.
- Configure, install, modify, and maintain computers, laptops, and peripherals.
- Utilize software/hardware tools to help diagnose computer problems.
- Connect PCs to Local Area Network (LAN) and resolve network-related issues.
- Administer user accounts in Active Directory, Azure, and other systems.
- Perform onboarding and offboarding of new and existing employees
- Other duties as assigned.