TECH SUPPORT SPECIALIST

Position Summary

The Tech Support Specialist I provides frontline technical support to employees and end users by installing, configuring, maintaining, and troubleshooting hardware, software, mobile devices, and related technology systems. This position serves as a primary point of contact for technology support requests and is responsible for delivering excellent customer service while ensuring efficient resolution of technical issues.

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Essential Duties and Responsibilities

• Provide first-line technical support for hardware, software, mobile devices, printers, and peripheral equipment.
• Install, configure, maintain, and troubleshoot desktop and laptop computers, mobile devices, and related technologies.
• Support Microsoft Windows operating systems, Microsoft 365 applications, web-based applications, and agency-specific software.
• Create, document, update, and resolve support tickets in accordance with established procedures.
• Set up and deploy computer equipment, mobile devices, and user accounts according to organizational standards.
• Assist users with password resets, account access issues, and basic security-related requests.
• Maintain inventory records for hardware, software, and technology assets.
• Escalate unresolved technical issues to appropriate technical resources when necessary.
• Provide excellent customer service and communicate effectively with users of varying technical skill levels.
• Assist with technology deployments, equipment replacements, system upgrades, and other assigned projects.
• Maintain knowledge of current technology trends, agency systems, and support procedures.
• Follow organizational security policies and technology standards.
• Perform other duties as assigned.

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Knowledge, Skills, and Abilities

• Knowledge of computer hardware, software, operating systems, and mobile devices.
• Basic understanding of networking concepts and troubleshooting techniques.
• Familiarity with Microsoft Windows operating systems and Microsoft 365 applications.
• Ability to diagnose and resolve routine technical problems.
• Strong customer service and interpersonal skills.
• Effective oral and written communication skills.
• Ability to prioritize workload and manage multiple requests simultaneously.
• Ability to document technical issues and resolutions accurately.
• Ability to learn new technologies and adapt to changing technical environments.
• Ability to work independently and as part of a team.

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Minimum Qualifications

Education

• Associate degree in Information Technology, Computer Science, or related field preferred.
• Equivalent combination of education, training, and experience may be considered.

Experience

• One (1) to three (3) years of experience providing technical support in a help desk, desktop support, or related information technology environment preferred.

Certifications

• Relevant technology certifications are preferred but not required.