IT Support
Black Swan
To create an effective IT Support job description you need to balance technical requirements with the "soft skills" required for high-pressure troubleshooting. Below is a comprehensive template you can adapt for your specific needs.
Job Title: IT Support Specialist (Tier 1/2)
Location: City State / Remote / Hybrid
Department: Information Technology
Reports To: IT Manager / Help Desk Lead
Role Summary
We are seeking a proactive and detail-oriented IT Support Specialist to join our technical this role you will be the first line of defense for all technology-related issues ensuring our employees have the tools and connectivity they need to stay productive. You will handle everything from hardware deployments to complex software troubleshooting in a fast-paced environment.
Key Responsibilities
End-User Support: Provide timely technical assistance and support for incoming queries and issues related to computer systems software and hardware via phone email or in-person.
Hardware Management: Install modify and repair computer hardware and peripherals. This includes imaging and deploying laptops for new hires and managing a rotating inventory.
Account Administration: Manage user identities group memberships and access permissions within Active Directory and SaaS platforms (e.g. Microsoft 365 Slack Zoom).
Network Maintenance: Troubleshoot basic connectivity issues involving Wi-Fi LAN VPN and VoIP phone systems.
Incident Tracking: Maintain a detailed record of all interactions and resolutions within our ticketing system (e.g. Jira or ServiceNow) to identify recurring trends and improve system reliability.
Security Compliance: Ensure all workstations meet company security standards including antivirus updates disk encryption and multi-factor authentication (MFA).
Required Qualifications
Education: Associates or Bachelors degree in Computer Science Information Technology or a related field (or equivalent work experience).
Experience: 13 years of experience in a technical support or help desk role.
OS Expertise: Deep familiarity with Windows 10/11 and macOS environments.
Certifications: Preferred certifications include CompTIA A Network or Microsoft 365 Certified: Endpoint Administrator Associate .
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