Technical Support Specialist
1001 Pennsylvania Avenue, NW Washington DC, DC 20004 US
Job Description
- Provide first-level technical support to end-users via email, phone, or in person, resolving hardware, software, and network-related issues.
- Install, configure, and maintain desktop computers, laptops, printers, and other peripherals.
- Assist in troubleshooting network connectivity issues, including Wi-Fi, VPN, and LAN.
- Respond to and track support tickets using the company’s IT service management system, ensuring timely resolution.
- Conduct routine maintenance and updates of IT equipment and software.
- Assist with onboarding new employees by setting up accounts, devices, and access permissions.
- Document IT processes, troubleshooting steps, and resolutions for future reference.
- Escalate complex technical issues to senior IT staff or vendors when required.
- Support IT projects, such as system upgrades, rollouts, or migrations, as directed by the IT Manager.
Qualifications and Skills
Required:
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Basic knowledge of Windows and Mac operating systems.
- Familiarity with Microsoft 365, Google Workspace, or similar tools.
- Understanding of basic networking concepts (IP, DNS, VPN, etc.).
- Excellent problem-solving skills and a willingness to learn.
- Strong communication skills with a customer-focused mindset.
- Ability to prioritize tasks and work effectively under pressure.
Preferred:
- Relevant certifications, such as CompTIA A+, Microsoft Certified: Fundamentals, or similar.
- Experience with helpdesk or IT ticketing systems.
- Knowledge of remote desktop tools and troubleshooting software.
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