Position Summary: The IT Support Specialist I, is responsible for serving as the first point of contact for customers seeking technical assistance over the phone or email. Performs a variety of duties in support of the staff and the efficient functioning of the IT department and other departments, including data entry, distribution, development and communication of reports and various written materials.

KNOWLEDGE & SKILLS:

• Proven experience as data entry clerk
• Typing 60 wpm
• Excellent knowledge of word processing tools and spreadsheets (MS office Word, Excel etc.)
• Working knowledge of office equipment and computer hardware and peripheral devices
• Basic understanding of databases
• Good command of English both oral and written and customer service skills
• Great attention to detail
• Highschool degree or equivalent

MINIMUM QUALIFICATIONS:

• High School or equivalent (required)
• Data entry: 2 years (required)
• Must be able to travel between both company facilities.

PHYSICAL REQUIREMENTS:

• Must be able to lift 10 lbs.
• Must be able to regularly use hands for typing and computer use.
• Frequently bend to file and maintain files, or provide computer setup assistance

• As first point of contact, monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Troubleshoot and resolve all problems encountered with hardware and software. Escalate requests to the appropriate party, as needed. Replace or repair defective parts and equipment.
• Provide desktop/laptop support including new hardware setup, imaging, and deployment.
• Provide minor telecom system support including mobile devices, voicemail and user programming.
• Brings up issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action.
• Assists in the set-up employee workstations and accounts. Perform configuration of end-user workstation, software, and peripherals, including onboarding and offboarding.
• Assists in providing access and permissions to user accounts.
• Monitor and investigate phishing threats.
• Develop and perform a variety of duties in support of the staff and the efficient functioning of the departments.
• Transfer data from paper formats into computer files or database systems using a keyboard.
• Type in data provided directly from customers, or internal documents.
• Create spreadsheets with large numbers of figures without mistakes.
• Verify data by comparing it to source documents.
• Update existing data.
• Retrieve data from the database or electronic files as requested.
• Sort and organize paperwork after entering data to ensure it is not lost.
• Build and write reports as required.
• Entering customer and account data from source documents within time limits
• Compiling, verifying accuracy and sorting information to prepare source data for computer entry.
• Reviewing data for deficiencies or errors, correcting any incompatibilities, and checking output