IT Support Specialist

Description

Position Summary

The IT Support Specialist (Tier 1) provides first-level technical support for Demco employees. This role ensures the smooth operation of information systems by assisting users, maintaining software and hardware, and collaborating with IT staff and external vendors. The technician delivers exceptional customer service and supports the organization’s technological needs.

Key Responsibilities

• Serve as the first point of contact for technical assistance via phone, email, chat, or in-person requests.
• Install, configure, and update software, hardware, and peripherals (e.g., PCs, printers, mobile devices).
• Support, test, and maintain off-the-shelf and vendor-hosted applications and operating systems.
• Identify and escalate complex issues to Tier 2/3 technicians or external vendors.
• Create and maintain accurate configurations, processes, and user guide records.
• Participate in software testing and deployment processes, ensuring quality and compatibility.
• Develop instructional materials and assist users in effectively using hardware and software tools.
• Recommend system or process improvements to enhance user experience and operational efficiency.

Requirements

Qualifications

Education

• Associate degree in Information Technology or a related field (preferred).
• Equivalent combination of education and experience will be considered.

Technical Skills

• Experience supporting Windows OS, Microsoft 365, and collaboration platforms (Teams, Outlook, etc.).
• Proficiency in desktop and mobile device support, including printers and networking basics.
• Familiarity with troubleshooting tools and IT service management (ITSM) systems.

Core Competencies

• Customer Service Excellence: Dedicated to providing high-quality, professional support and follow-through.
• Communication: Strong verbal and written communication with the ability to explain technical concepts clearly.
• Problem-Solving: Analytical thinker who approaches issues systematically and proactively.
• Teamwork & Work Ethic: Self-motivated, dependable, and adaptable, with integrity and collaboration at the core of work.

Physical Requirements

• Ability to lift and carry computer equipment (up to ~40 lbs).
• Must move equipment up and down stairs and access confined spaces as needed.

This job description outlines the general nature and key duties of the position. It is not intended to be an exhaustive list of responsibilities. Duties may evolve as organizational needs change.