IT Technical Specialist

To become a trusted advisor and technical problem-solver, proactively ensuring optimal IT system uptime and user productivity through exceptional support, collaboration, and continuous learning.

• Trusted Advisor: Senior support specialists go beyond basic troubleshooting, building trust and rapport with users.
• Technical Problem-Solver: They possess advanced skills to diagnose and resolve complex technical issues.
• Proactive Approach: Looking ahead to prevent problems and optimize system performance is crucial.
• Optimal Uptime: Their focus is on maintaining system reliability and minimizing downtime.
• Exceptional Support: Providing top-notch, efficient user support is a core responsibility.
• Collaboration: Working seamlessly with internal teams to find comprehensive solutions.
• Continuous Learning: Staying updated on technology advancements is essential for senior specialists.

• Troubleshoot and diagnose a wide range of user-reported technical issues through phone, email, and remote desktop tools.
• Provide clear and concise solutions to users, ensuring their IT needs are met efficiently.
• Support security and compliance audits processes, actively during an audit and proactively by maintaining user access as appropriate in company systems
• Document technical issues, resolutions, and escalations for future reference and knowledge sharing.
• Maintain an in-depth understanding of company software, hardware, and network configurations.
• Proactively identify and report potential IT problems to prevent disruptions.
• Collaborate with internal teams (Engineering, Infrastructure, Security) to resolve complex issues.
• Stay up-to-date on emerging technologies and industry best practices.
• Contribute to the development and improvement of internal IT documentation and knowledge base.

• 2-4 years of experience in IT Helpdesk Support or a related role.
• Proficiency in Google Workspace, Okta, Asset Management and ITSM tools.
• Working knowledge of MacOS and Windows operating systems and network troubleshooting principles.
• Ability to troubleshoot software installation, configuration, and functionality issues.
• Familiarity with IT asset management solutions
• Experience with scripting languages (e.g., Bash, Powershell) for automating routine tasks
• Proven ability to troubleshoot and resolve a variety of technical issues.
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in a clear and concise manner.
• Strong customer service orientation and a commitment to providing exceptional user experience.

By month one, be fully onboarded in main Backlight systems

By month three, handling onboarding and offboarding of employees

By month six, working independently to suggest system optimization and ways to enhance internal support

1. Tickets cleared
2. Positive feedback received from internal customers
3. Documentation produced and maintained properly