IT Support Specialist - Level 1

Job Summary

We are looking for an IT Support Specialist - Level 1 to join our dynamic team. This entry-level role is perfect for individuals passionate about technology and user support while contributing to the efficient operation of our IT systems. The successful candidate will be responsible for providing technical assistance and support to users, while gaining hands-on experience in troubleshooting and problem resolution.

Further, the ideal candidate will possess a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with team members at all levels. This role offers the opportunity to work on a variety of IT projects and support the day-to-day technology needs of our organization.

Duties and Responsibilities

1. Serve as the first point of contact for users seeking technical assistance, providing support through various channels (phone, email, & chat).
2. Install, configure, and maintain computer systems, software applications, hardware devices, and network connectivity..
3. Troubleshoot and resolve basic technical issues related to software applications, hardware devices, and network connectivity in a timely manner.
4. Provide technical support to end-users, training users on new technologies and software features, while ensuring they understand how to maximize their use.
5. Monitor system performance and security, identifying and addressing potential vulnerabilities and risks.
6. Collaborate with team members and other departments to escalate complex issues and enhance overall support processes.
7. Help monitor and maintain the inventory of IT equipment, ensuring timely updates and replacements as necessary.
8. Create and maintain comprehensive documentation of support requests, issues resolved, and standard operating procedures.
9. Stay up-to-date with the latest trends and developments in IT technology, actively participating in training sessions and workshops - to enhance technical skills and knowledge of industry trends.
10. Train end-users on the proper use of IT equipment and software applications.
11. Provide after-hours support when necessary.
12. Support residential networks and wifi.

Education, Experience and Qualifications

• A minimum of a high school diploma is required. An associate’s degree or relevant coursework in Information Technology, Computer Science, or a related field is preferred.
• Proven 0 - 1 year of experience in working in a similar role, with expertise in IT systems administration, troubleshooting, and systems support is desired.
• Proficiency in operating systems (Windows, macOS), Microsoft Office Suite, Google Workspace and troubleshooting techniques, software applications (e.g., Quickbooks desktop, WebDrive), and cloud-based workspace (e.g., Google Workspace, Microsoft 365).

Required Skills

• Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical users.
• Ability to work independently and collaboratively in a remotely diverse environment, managing multiple priorities effectively.
• Ability to work effectively within a team, supporting colleagues and contributing to team goals.
• Certifications such as CompTIA A+, Network+, or Cisco Certified Network Associate (CCNA) are a plus.

Benefits

• Private health insurance
• Professional development opportunities
• Friendly and collaborative work environment

Schedule

This is a full-time position with annual review. The Island School and its related entities operate year-round and working hours vary depending on needs but are typically Monday-Friday (40 hours/week) with flexibility in remote/off-campus work. The successful candidate should expect, and desire to work a variable and mission driven schedule.

Start Date & Closure

Effective immediately, until filled.

Keywords

IT SupportTechnical AssistanceTroubleshootingProblem ResolutionComputer SystemsSoftware ApplicationsHardware DevicesNetwork ConnectivityTechnical SupportIT EquipmentDocumentationOperating SystemsMicrosoft Office SuiteGoogle WorkspaceTroubleshooting TechniquesCloud-based WorkspaceCommunication SkillsAnalytical SkillsCompTIA A+Network+