TECH SUPPORT SPECIALIST

Position Summary The Tech Support Specialist I provides frontline technical support to employees and end users by installing, configuring, maintaining, and troubleshooting hardware, software, mobile devices, and related technology systems. This position serves as a primary point of contact for technology support requests and is responsible for delivering excellent customer service while ensuring efficient resolution of technical issues. Essential Duties and Responsibilities Provide first-line technical support for hardware, software, mobile devices, printers, and peripheral equipment. Install, configure, maintain, and troubleshoot desktop and laptop computers, mobile devices, and related technologies. Support Microsoft Windows operating systems, Microsoft 365 applications, web-based applications, and agency-specific software. Create, document, update, and resolve support tickets in accordance with established procedures. Set up and deploy computer equipment, mobile devices, and user accounts according to organizational standards. Assist users with password resets, account access issues, and basic security-related requests. Maintain inventory records for hardware, software, and technology assets. Escalate unresolved technical issues to appropriate technical resources when necessary. Provide excellent customer service and communicate effectively with users of varying technical skill levels. Assist with technology deployments, equipment replacements, system upgrades, and other assigned projects. Maintain knowledge of current technology trends, agency systems, and support procedures. Follow organizational security policies and technology standards. Perform other duties as assigned. Knowledge, Skills, and Abilities Knowledge of computer hardware, software, operating systems, and mobile devices. Basic understanding of networking concepts and troubleshooting techniques. Familiarity with Microsoft Windows operating systems and Microsoft 365 applications. Ability to diagnose and resolve routine technical problems. Strong customer service and interpersonal skills. Effective oral and written communication skills. Ability to prioritize workload and manage multiple requests simultaneously. Ability to document technical issues and resolutions accurately. Ability to learn new technologies and adapt to changing technical environments. Ability to work independently and as part of a team. Minimum Qualifications Education Associate degree in Information Technology, Computer Science, or related field preferred. Equivalent combination of education, training, and experience may be considered. Experience One (1) to three (3) years of experience providing technical support in a help desk, desktop support, or related information technology environment preferred. Certifications Relevant technology certifications are preferred but not required.