IT Support Specialist

JOB SUMMARY:

IT Support Specialists deliver hands-on technical support to ensure seamless operation of end-user devices, applications, and peripherals across the organization. This progressive job family focuses on troubleshooting, resolving issues, deploying hardware, maintaining asset inventory, and contributing to process improvements. Specialists provide exceptional customer service through remote, phone, and on-site support, while analyzing trends to prevent recurring problems and enhance the overall end-user experience in a modern, hybrid workplace.

GENERAL DUTIES & RESPONSIBILITIES:

• Provide Tier 1-2 technical support to end-users, diagnosing and resolving hardware, software, network, and application issues promptly via remote tools, phone, or in-person.
• Image, configure, test, and deploy desktops, laptops, mobile devices, and peripherals, ensuring compliance with security standards and organizational policies.
• Maintain accurate IT asset inventory records, including tracking hardware lifecycle, software licenses, shipping/receiving, and secure disposal.
• Troubleshoot complex issues, perform root cause analysis on recurring problems, and collaborate with other IT teams for escalation and resolution.
• Document incidents, solutions, and procedures clearly in the ticketing system to build team knowledge and improve service delivery.
• Participate in IT projects such as hardware refreshes, system upgrades, software rollouts, and process optimizations.
• Monitor support metrics (e.g., resolution time, customer satisfaction) and contribute ideas for continuous improvement.
• Stay current with emerging technologies, tools, and best practices to deliver efficient support.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• High school diploma or equivalent; Associate's degree in Information Technology, Computer Science, or related field preferred (or equivalent experience).

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Strong customer service orientation with excellent communication skills (verbal and written) and active listening.
• Proficiency in troubleshooting Windows/Mac OS, Microsoft 365, common applications, and endpoint hardware.
• Experience with remote support tools, imaging software, and diagnostic utilities.
• Solid problem-solving, critical thinking, and analytical skills.
• Ability to work independently or collaboratively in a team environment.
• Enthusiasm for learning new technologies and adapting to a fast-paced setting.
• Basic knowledge of IT service management (e.g., ITIL principles) and inventory management.

NOTE: THE POSITION IS ON SITE MONTERREY OFFICES