IT Support Specialist

Job Description

Job Description

IT Support Specialist Onsite

Description: An Onsite IT Support Specialist is responsible for providing technical assistance to customers with issues related to computer and server hardware, software, and peripheral devices. Key responsibilities include updating and resolving support tickets, responding to client inquiries via phone, email, or messaging platforms, and diagnosing technical problems both remotely and in person. This role ensures timely resolution of issues affecting both organizational systems and individual end users.

Primary Responsibilities:

• Install and configure client systems in alignment with organizational standards.
• Install and configure software applications according to organizational requirements.
• Deploy and set up PCs and peripheral devices, including both new installations and redeployment of existing equipment.
• Troubleshoot and resolve technical issues related to networks, systems, and hardware.
• Support office setup and relocations, including IT infrastructure deployment.
• Meet with clients (onsite and remotely) to analyze, diagnose, and resolve hardware or software issues.
• Assist in compiling and maintaining an accurate inventory of hardware and software assets.
• Respond to customer inquiries and provide troubleshooting support to ensure timely resolution.
• Collaborate with Networking, Systems, and Management teams on cross-departmental IT projects.
• Provide basic end-user training and demonstrate usability features as needed.
• Monitor, update, and maintain computer networks to ensure reliable performance.

Secondary Responsibilities:

• Maintain clear and professional communication, ensuring all support tickets are accurately updated in the ticketing system to reflect current status and progress.
• Provide courteous, timely, and effective responses to all user inquiries and technical issues.
• Be available for extended onsite coverage as needed, including multi-day or multi-week assignments.
• Pursue ongoing professional development to adapt to evolving business and technology needs; actively participate in training activities.
• Perform additional duties, training, or adjusted work hours as reasonably required and consistent with the role’s level of responsibility.
• Ensure all documentation is thorough, accurate, timely, and compliant with organizational standards, including proper formatting, grammar, spelling, signatures, and dates.
• Foster positive working relationships with peers and supervisors while maintaining professionalism and appropriate boundaries with all contacts.
• Adhere to established work schedules, demonstrating reliability with minimal absences and tardiness.

Skill Requirements:

• Associate’s degree in Computer Science, CompTIA A+ (or related certification), or equivalent professional experience.
• 1–3 years of experience in a customer-focused technical support role.
• Strong time management skills with the ability to set and meet realistic deadlines for issue resolution.
• Proficiency with help desk software and remote desktop tools (6+ months of hands-on experience preferred).
• Ability to accept constructive feedback and apply it to improve service delivery.
• Solid experience supporting multiple operating systems, including Windows and macOS.
• Excellent written and verbal communication skills for effective client and team interactions.
• Demonstrated ability to prioritize, manage, and complete multiple tasks and objectives efficiently.

Skill Preferences:

• Industry-specific certifications in relevant systems, hardware, and/or software is preferred.
• MSP or ticketing system experience such as ConnectWise, Zendesk, or AutoTask

Key non-technical skills:

• Willingness to travel and work onsite at client locations on a daily basis.
• Highly self-motivated and detail-oriented, with the ability to thrive in a fast-paced environment.
• Strong analytical and creative problem-solving skills to meet both client and organizational needs.
• Customer-focused, with the ability to communicate clearly and concisely with clients.
• Capable of providing guidance and limited training to clients on technology use.
• Open to continuous learning and adaptable to evolving technologies and processes.
• Excellent planning, documentation, and organizational skills, with the ability to manage multiple priorities effectively.
• Physically able to bend, crawl, squat, kneel, use ladders, and work in confined spaces as needed.
• Able to lift moderately heavy objects, including overhead when required.
• Willingness to occasionally work outside of standard business hours.