Purpose
The User Support Specialist is responsible for providing technical support and assistance to employees across the organization. This role ensures reliable operation of computer systems, applications, and network resources by troubleshooting issues, resolving user problems, and supporting the deployment and maintenance of IT equipment and software. The User Support Specialist plays a key role in maintaining productivity and minimizing downtime by delivering responsive and effective user support services.
Essential Job Functions
- Provide first-level and second-level technical support to employees for hardware, software, and network-related issues.
- Install, configure, and maintain desktop computers, laptops, printers, mobile devices, and related peripherals.
- Troubleshoot operating system issues, application errors, connectivity problems, and system performance concerns.
- Respond to help desk requests and service tickets in a timely and professional manner.
- Support user account management including password resets, access permissions, and system provisioning.
- Assist with onboarding and offboarding processes by configuring user accounts, devices, and system access.
- Maintain accurate documentation of IT support activities, troubleshooting steps, and resolutions.
- Support installation and updates of operating systems, applications, and security patches.
- Assist in maintaining network connectivity including VPN access, wireless networks, and basic network troubleshooting.
- Educate users on basic technology practices, security awareness, and system usage.
- Coordinate with IT vendors and service providers when advanced technical support is required.
- Assist with inventory tracking and management of IT equipment and software licenses.
- Support IT infrastructure projects such as system upgrades, migrations, and technology rollouts.
Minimum Qualifications or Experience
- Associate’s degree in Information Technology, Computer Science, or related field preferred.
- 2–4 years of experience in IT support, help desk, or technical support roles.
- Experience troubleshooting Windows operating systems and common business applications.
- Basic understanding of networking concepts, system administration, and IT security practices.
Preferred Qualifications or Experience
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- Industry certifications such as CompTIA A+, Network+, or Microsoft certifications.
- Experience supporting cloud-based systems such as Microsoft 365, Azure, or similar platforms.
- Familiarity with help desk ticketing systems and remote support tools.
- Experience working in regulated or operational environments such as aviation, manufacturing, or corporate services.
Supervisory Responsibilities
This position does not have direct supervisory responsibilities.
Knowledge, Skills, and Other Attributes
- Strong technical troubleshooting and problem-solving skills.
- Excellent communication and customer service abilities.
- Ability to explain technical issues in clear and understandable terms.
- Strong organizational skills and attention to detail.
- Ability to prioritize multiple support requests in a fast-paced environment.
- Understanding of IT security practices and data protection principles.
- Professional demeanor and commitment to providing high-quality user support.
- Ability to work independently while collaborating with IT and operational teams.
Travel
Travel is not typically required for this position but may occasionally occur for multi-site support or training.
Other Duties
Please note this job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required for this position. Duties and responsibilities may change at any time with or without notice to support business needs.
Working Conditions
- Work is primarily performed in an office and technical support environment.
- Requires frequent computer use and interaction with users across the organization.
- May require occasional lifting of IT equipment up to 50 pounds.
- May involve walking between office areas, workstations, and facilities to provide on-site support.
- Must follow company IT security policies and maintain confidentiality of company data and systems.
