IT Support Specialist

Job Title: IT Support Specialist

Department: IT

Reports To: Department Manager

Position Type: Full-Time, On-Site

Job Summary: As an IT Support Specialist, you will be an integral part of our operations team, providing essential IT support to ensure our retail and wholesale e-commerce systems run smoothly and efficiently. Your role will focus on troubleshooting, maintaining, and upgrading our IT infrastructure, supporting both in-house staff and remote operations.

Key Responsibilities:

• Provide first- and second-level support and resolve hardware, software, and application issues for all users.
• Resolve user-reported issues using remote control tools and technical support by phone, email, and in-person visits.
• Set up and configure desktop computers, peripherals, and accounts, assigning security-level access.
• Install software and repair hardware and peripherals. Test programs to ensure system functionality.
• Document resolutions for future reference and provide training tips to users on a variety of software and hardware usage.
• Monitor system performance and troubleshoot issues to ensure high levels of performance, security, and availability.
• Assist with configuring and supporting internal systems, including workstations, servers, printers, networks, and vendor-specific hardware and software.
• Collaborate with other departments to streamline operations and help implement new technologies.
• Regularly update the Head of IT on project status and any issues requiring escalation.

Skills and Qualifications:

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience in IT support, especially in a retail or e-commerce environment.
• Strong knowledge of computer systems, mobile devices, and other tech products.
• Ability to troubleshoot and resolve technical problems with hardware and software.
• Experience with network troubleshooting and basic networking hardware.
• Excellent interpersonal skills, with the ability to communicate complex technical issues to non-technical users.
• Organizational skills with the ability to manage multiple priorities and follow through on projects to completion.
• Familiarity with remote desktop applications and help desk software.