Technical Support Specialist

Job Summary
The Technical Support Specialist provides technical assistance to users by diagnosing, troubleshooting, and resolving hardware, software, and network-related issues. The position ensures the proper operation of computer systems and applications and supports end-users in the effective use of information technology resources.
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Duties and Responsibilities
1. Respond to user inquiries and service requests related to computer systems, software applications, and peripheral devices.
2. Diagnose and resolve technical problems involving desktops, laptops, printers, operating systems, and office productivity software.
3. Install, configure, and maintain computer hardware, software, and related equipment.
4. Perform routine system checks, updates, and preventive maintenance.
5. Escalate unresolved or complex technical issues to senior technical staff or external vendors when necessary.
6. Document issues, resolutions, and procedures in service logs and technical reports.
7. Assist in system upgrades, migrations, and rollouts of new hardware or software.
8. Provide basic training and guidance to users on proper system usage and IT policies.
9. Ensure compliance with company IT standards, security policies, and data protection requirements.
10. Perform other related duties as may be assigned by management.
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Qualifications
Educational Requirements
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
Experience Requirements
• At least 1–3 years of experience in technical support, IT support, or service desk operations.
Technical Skills
• Knowledge of computer hardware, operating systems (Windows, macOS), and common office software.
• Basic understanding of networking concepts (LAN/WAN, TCP/IP).
• Familiarity with troubleshooting printers, peripherals, and basic system configurations.
Personal Attributes
• Strong analytical and problem-solving skills.
• Good verbal and written communication skills.
• Ability to work under pressure and manage multiple tasks.
• Willingness to provide on-site and after-hours support when required.
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Working Conditions
• Office-based work with occasional on-site support assignments.
• May require extended working hours during system upgrades or emergencies.
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Performance Standards
• Timely resolution of reported technical issues.
• Accuracy and completeness of documentation.
• Adherence to company policies, procedures, and service standards.
• Positive feedback from users and supervisors.