Channel Technologies
About The Role We're looking for an IT Support Specialist to serve as the go-to resource for employees needing technical help. You'll be the first line of defense for hardware, software, and network issues — keeping people productive and systems running smoothly. Core Responsibilities User support – Serve as the first point of contact for employees or clients needing technical assistance, responding to requests via phone, email, and ticketing system within established SLA timeframes. Troubleshooting – Diagnose and resolve hardware, software, and network issues efficiently, escalating recurring or complex problems to identify root causes. System setup – Configure computers, software, peripherals, and network connections for new hires, office moves, and system upgrades, ensuring a smooth day-one experience. System maintenance – Perform routine maintenance, monitor system performance, and apply updates, patches, and security fixes on schedule. Account management – Create, update, and deactivate user accounts and access rights, including password resets, following least-privilege and security best practices. Documentation – Log all issues and resolutions in the ticketing system; maintain internal knowledge-base articles for common problems; escalate unresolved issues to senior IT staff or vendors with clear context. User training – Guide employees on basic computer operations, software use, and IT security best practices (e.g., phishing awareness, password hygiene). Asset management – Track IT hardware and software inventory, licensing, and warranty status (add if applicable to your org). Key Skills & Qualifications Technical expertise – Solid knowledge of hardware, software, Windows/macOS operating systems, networking fundamentals (TCP/IP, DNS, VPN), and basic security principles. Problem-solving – Strong analytical skills to diagnose issues methodically and deliver effective, lasting solutions. Communication – Able to explain technical concepts clearly to non-technical users, both verbally and in writing. Customer service – Patient, calm, and user-focused approach, even under pressure or with frustrated users. Organization – Skilled at prioritizing and managing multiple open tickets simultaneously in a fast-paced environment. Tools proficiency – Experience with help desk ticketing systems (e.g., Jira, Zendesk, ServiceNow) and remote access/support tools (e.g., TeamViewer, AnyDesk). Education & certifications – Degree in IT or a related field preferred; equivalent experience considered. CompTIA A+, Microsoft Certified, or ITIL certifications are a plus. Nice to Have Experience with Active Directory / Azure AD, Microsoft 365 or Google Workspace administration (but not required) Scripting basics (PowerShell, Bash) for repetitive task automation Prior experience in a help-desk or MSP environment Work Location: In person
Channel Technologies
