IT User Support Specialist

Job Purpose

As the first line of IT support, the IT Support Specialist will provide exceptional service to our internal end users and field personnel.

The role involves maintaining the continuity of computer services companywide by addressing a variety of technical issues.

Key Responsibilities

• Serve as the primary contact for all helpdesk inquiries, ensuring departmental processes and standards are upheld.
• Offer telephone and desk-side support for all software, applications, and hardware issues.
• Build, upgrade, and maintain PC systems; set up network access for new users.
• Troubleshoot and resolve problems related to viruses, email, security, connectivity, and overall computer performance.
• Lead and manage projects, tasks, and reporting with a process-oriented approach.
• Maintain Helpdesk proficiently, managing own ticket queue priorities and routing Help Desk Tickets to appropriate teams or individual support technicians as needed. Follow company defined escalation paths for critical issues.
• Utilize AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards.

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

Technical Skills:

• Proficient in Windows Operating Systems, Office 365, and related applications.
• Skilled in PC hardware installation and troubleshooting, with knowledge of peripheral devices such as iPhones/Android devices, printers, and Lenovo/Dell hardware.
• Experience with Intune configuration and management.
• Basic network troubleshooting abilities.
• Strong working knowledge of Microsoft Windows 10 and Windows 11.
• Familiarity with Mac and Linux operating systems is beneficial.
• Understanding of telecommunication systems, including telephony and mobile devices.
• Skills in prompting AI systems and assessing output quality.
• Ability to leverage AI to ideate, develop and scale to the needs of the needs of the department.

Qualifications:

• A college degree in a related field or equivalent technical training.
• Certifications such as A+, MCP, or equivalent, or a minimum of 5 years of relevant experience.
• Excellent communication skills with the ability to interact effectively with end users.

Additional Requirements:

• Willingness to engage in occasional travel.
• Flexibility to work in rotational shifts to support a global workforce.

Tungsten Automation Corporation is an Equal Opportunity Employer M/F/Disability/Vets