IT Support Specialist

Job Description

Job Title: IT Support Specialist (Entry-Level)

Job Function/Purpose:

Under the direct mentorship of an experienced Knapheide Support Specialist, the Entry-Level IT Support Specialist will embark on a comprehensive learning journey to support all facets of the company’s personal computers (PCs) and associated peripheral devices. This role is pivotal in providing first-level technical assistance to end-users, leveraging the internal Help Desk Ticket System. Key responsibilities include proficiently researching and answering user inquiries, effectively resolving technical problems, and meticulously documenting the solutions for future reference and knowledge base expansion.

Principal Activities:

• Installation & Setup: Install and configure new PCs, printers, and software applications for end-users.
• User Guidance & Problem Solving: Provide comprehensive answers to users by accurately identifying problems, thoroughly researching solutions, and guiding users through step-by-step corrective actions.
• Hardware & Software Troubleshooting: Diagnose and resolve reported hardware and software problems efficiently. Perform necessary repairs and maintenance for PCs and printers.
• Remote Support: Deliver essential technical support to our remote office locations via phone.
• Asset Management: Learn and understand the complete lifecycle of IT equipment, including asset management principles, receiving new hardware, and its implementation within the company.

Knowledge/Skills Required:

• Strong Desire to Learn: A proactive and eager attitude towards acquiring new technical knowledge and skills.
• Excellent Customer Service: Demonstrated excellent customer service attitude, ensuring a positive and helpful interaction with all users.
• Communication Skills: Proficient communication skills, both written, verbal (phone), and in-person, for clear and effective interaction.
• Desktop & Laptop Troubleshooting: Foundational ability to diagnose and resolve common issues related to desktop and laptop computers.
• PC Building & Deployment: Practical understanding and experience in building and deploying PCs for end-user environments.
• Basic Printer Maintenance: Knowledge of basic printer maintenance, repair, and diagnostic procedures.
• Application Support: Ability to understand and provide support for common and modern business applications (e.g., Microsoft Windows operating systems, Microsoft Office Suite, etc.).