Computer Support Specialist, Jr.

Summary The Computer Support Specialist Jr.

serves as the first point of contact for employees seeking technical assistance.

This role is primarily focused on providing exceptional customer service by ensuring user issues are resolved in a timely, professional, and satisfactory manner.

The position operates under general supervision and offers the opportunity to develop technical knowledge and experience while assisting with executive technology support, equipment deployment, account administration, and day-to-day IT operations.

Essential Functions: Deliver outstanding customer service while serving as the primary point of contact for IT support requests Respond to, document, prioritize, and resolve Help Desk tickets in accordance with established Service Level Agreements (SLAs) Troubleshoot and resolve common desktop, laptop, printer, software, and peripheral issues Perform password resets, account unlocks, and basic user account administration Configure, image, deploy, and replace desktop computers, laptops, mobile devices, and related equipment Maintain accurate inventory records for IT hardware and software assets Assist employees with Microsoft Windows 11 and Microsoft 365 applications (Outlook, Teams, OneDrive, Word, Excel, PowerPoint) Provide support for Microsoft Teams meetings and conference room technology Coordinate and provide technical support for Executive Town Halls, Board meetings, and other executive presentations, ensuring all audio/video equipment functions properly before and during events Escalate complex technical issues to senior technical staff when appropriate Create and maintain documentation for common support procedures and knowledge base articles Follow IT security policies and assist with maintaining secure computing practices Participate in on-call or after-hours support when required Perform additional duties as assigned Competencies: Excellent customer service and interpersonal skills Strong verbal and written communication abilities Ability to remain calm and professional while supporting users under pressure Strong troubleshooting and problem-solving skills Excellent organizational and time-management skills Ability to prioritize multiple requests in a fast-paced environment Willingness to learn new technologies and continuously improve technical knowledge Ability to work independently and collaboratively as part of a team High level of professionalism when interacting with executives and senior leadership Ability to clearly communicate technical issues, requirements, and resolutions to external vendors to ensure timely support and accurate problem escalation Foundational understanding of cybersecurity best practices, especially as they relate to user behavior, phishing identification, and secure device usage Education & Experience High school diploma or GED required.

Associate degree in Information Technology, Computer Science, or related field preferred.

One to two years of customer service experience prefe...