23100 - IT Field Support Specialist

Purpose Deliver on-site technical support to ensure uninterrupted IT operations and optimize system performance for end-users in diverse environments Responsibilities Provide on-site technical support to end-users, including troubleshooting hardware, software, and network issues to ensure minimal disruption to business operations. Conduct regular maintenance and repairs as needed to optimize performance and reliability. Install, upgrade, and configure software applications, operating systems, and utilities on end-user devices, ensuring compatibility and adherence to organizational standards. Ensure connectivity to local area networks (LANs), wireless networks, and internet services. Troubleshoot network connectivity issues and assist with network infrastructure setup and maintenance. Provide technical assistance and guidance to end-users on IT systems, applications, and security best practices. Educate users on self-service tools and resources to empower them to resolve common issues independently. Maintain accurate records of support activities, including ticket logging, resolution steps, and hardware/software inventory. Document troubleshooting procedures and user guides for future reference. Deliver excellent customer service by responding to support requests promptly, addressing user concerns with empathy and professionalism, and ensuring customer satisfaction with resolution outcomes. Accountable for delivering high-quality on-site support services that meet or exceed end-user expectations, ensuring a positive user experience and fostering trust in IT support capabilities. Education A high school diploma or equivalent is required. Additional technical education or certification in information technology, computer science, or a related field is preferred. Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are preferred but not mandatory. Proficiency in English is essential for effective communication with team members, end-users, and stakeholders. An associate's degree in information technology, computer science, or a related field is advantageous. Additional certifications related to IT support, such as CompTIA Security+, ITIL Foundation, or Cisco Certified Entry Networking Technician (CCENT), can enhance the candidate's profile.