Technical Support Specialist

Objective:              Provide exceptional technical assistance and support to our internal and external end users. Ability to support end users with printing, use of Microsoft Office Pro and 365, and windows operating systems.  This role involves troubleshooting, diagnosing, and resolving hardware and software issues to ensure smooth business operations. $15.00 per hour. 20 hours per week. 

• Provide timely technical support for software, hardware, and network-related issues.
• Respond to and resolve end – user queries through multiple communication channels (phone, email, chat, etc.).
• Diagnose and troubleshoot technical problems by collecting information from users and performing tests. Escalate unresolved issues to higher-level technical teams or vendors when necessary.
• Document and track support tickets, maintaining accurate records of issues, resolutions, and follow-ups.
• Install, configure, and maintain software and hardware systems as required.
• Assist in the set-up and configuration of new equipment for end-users.
• Assist in maintaining the Agency website as well as the Intranet and assist with all social media.
• Perform system updates, upgrades, and routine maintenance on software and hardware.
• Create user guides and FAQs for internal knowledge-sharing and self-service.
• Provide training and technical guidance to end-users as needed.
• Ensure a high level of end-user satisfaction and effective communication throughout the support process.
• Handle special projects as requested by the IT Supervisor or Fiscal Director.
• Maintain prompt and regular attendance.
• Ensure compliance with established departmental procedures and processes. Utilize appropriate departmental checklists and standard forms.
• Maintain a thorough understanding of departmental procedures and company policy.
• Other duties as assigned. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Education: High school diploma or equivalent required. Associate’s degree or higher in Information Technology, Computer Science, or related field is a plus.

Experience:

• Proven experience in a technical support or IT helpdesk role.
• Familiarity with computer systems, mobile devices, and software applications.
• Knowledge of operating systems (Windows, Linux) and basic networking concepts.
• Experience with ticketing systems is a plus.

Competencies:

• Strong troubleshooting and problem-solving skills.
• Excellent communication skills (both written and verbal).
• Ability to work well under pressure and prioritize tasks effectively.
• Attention to detail and ability to follow established processes.
• Strong customer service orientation.

Ability to work independently as well as part of