Computer Support Specialist, Jr.
Summary
The Computer Support Specialist Jr. serves as the first point of contact for employees seeking technical assistance. This role is primarily focused on providing exceptional customer service by ensuring user issues are resolved in a timely, professional, and satisfactory manner. The position operates under general supervision and offers the opportunity to develop technical knowledge and experience while assisting with executive technology support, equipment deployment, account administration, and day-to-day IT operations.
Essential Functions:
· Deliver outstanding customer service while serving as the primary point of contact for IT support requests
· Respond to, document, prioritize, and resolve Help Desk tickets in accordance with established Service Level Agreements (SLAs)
· Troubleshoot and resolve common desktop, laptop, printer, software, and peripheral issues
· Perform password resets, account unlocks, and basic user account administration
· Configure, image, deploy, and replace desktop computers, laptops, mobile devices, and related equipment
· Maintain accurate inventory records for IT hardware and software assets
· Assist employees with Microsoft Windows 11 and Microsoft 365 applications (Outlook, Teams, OneDrive, Word, Excel, PowerPoint)
· Provide support for Microsoft Teams meetings and conference room technology
· Coordinate and provide technical support for Executive Town Halls, Board meetings, and other executive presentations, ensuring all audio/video equipment functions properly before and during events
· Escalate complex technical issues to senior technical staff when appropriate
· Create and maintain documentation for common support procedures and knowledge base articles
· Follow IT security policies and assist with maintaining secure computing practices
· Participate in on-call or after-hours support when required
· Perform additional duties as assigned
Competencies:
· Excellent customer service and interpersonal skills
· Strong verbal and written communication abilities
· Ability to remain calm and professional while supporting users under pressure
· Strong troubleshooting and problem-solving skills
· Excellent organizational and time-management skills
· Ability to prioritize multiple requests in a fast-paced environment
· Willingness to learn new technologies and continuously improve technical knowledge
· Ability to work independently and collaboratively as part of a team
· High level of professionalism when interacting with executives and senior leadership
· Ability to clearly communicate technical issues, requirements, and resolutions to external vendors to ensure timely support and accurate problem escalation
· Foundational understanding of cybersecurity best practices, especially as they relate to user behavior, phishing identification, and secure device usage
Education & Experience
High school diploma or GED required. Associate degree in Information Technology, Computer Science, or related field preferred. One to two years of customer service experience preferred; previous Help Desk or technical support experience is desirable but not required.
Physical Demands:
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use
hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee
must regularly lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to perform the essential functions of the job with or without reasonable accommodation.
Working Conditions:
General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available