IT Technical Support Specialist

Holman•Mount Laurel, NJ

2d•$31 - $44•Hybrid

About The Position

Provide first-level support for IT-related issues, including hardware, software, and network troubleshooting. Install, configure, and maintain software and hardware systems, ensuring that all components are operational. Configure IT equipment for new hires, refreshes and break fix requests. Respond to support requests via phone, email, or in person, and document all issues and resolutions in the ticketing system. Assist users with basic system and software functionality, providing training when needed. Log and prioritize support tickets, ensuring timely follow-up and resolution. Provide positive customer experience focusing on creating Raving Fans. Follow-up on tickets, keeping correspondence in ticket entries informative and timely. Actively work in team ticket queues. Identify and escalate incidents to the next level in a timely manner. Ensure hardware and software inventories are up to date and assist with asset tracking. Collaborate with more senior IT staff to help troubleshoot and escalate issues when necessary. Follow all IT security protocols and procedures to safeguard company systems and data.

Requirements

Associate’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.
Basic understanding of IT support concepts, including operating systems, networks, and common applications.
Strong problem-solving skills and the ability to learn quickly.
Must be able to work in a team environment.
Good communication skills and the ability to work with end users in a professional manner.
Ability to troubleshoot hardware, software, and basic network issues with minimal supervision.
Willingness to learn and grow within the IT field.
Comfortable working independently and managing time effectively in a hybrid work environment.
Reliable internet connection and a quiet workspace for hybrid remote support duties.
1-2 years of experience in IT support or related roles.
Reviewing and improving analytics processes, methods, and tools to increase efficiency, accuracy, and security

Responsibilities

Provide first-level support for IT-related issues, including hardware, software, and network troubleshooting.
Install, configure, and maintain software and hardware systems, ensuring that all components are operational.
Configure IT equipment for new hires, refreshes and break fix requests.
Respond to support requests via phone, email, or in person, and document all issues and resolutions in the ticketing system.
Assist users with basic system and software functionality, providing training when needed.
Log and prioritize support tickets, ensuring timely follow-up and resolution.
Provide positive customer experience focusing on creating Raving Fans.
Follow-up on tickets, keeping correspondence in ticket entries informative and timely.
Actively work in team ticket queues.
Identify and escalate incidents to the next level in a timely manner.
Ensure hardware and software inventories are up to date and assist with asset tracking.
Collaborate with more senior IT staff to help troubleshoot and escalate issues when necessary.
Follow all IT security protocols and procedures to safeguard company systems and data.