IT Specialist

ORGANI GROUP

• Identify recurring issues that can be resolved more efficiently to reduce time spent on tickets.
• Contribute to accurate record-keeping of equipment and software issues that may impact repair or replacement costs.
• Help in preventing unnecessary hardware replacements through effective troubleshooting and repair.
• Provide prompt and courteous technical support to users for various IT issues, primarily via phone, email, or in-person.
• Diagnose and resolve common hardware problems (e.g., desktops, laptops, printers) and software application issues.
• Guide users through troubleshooting steps and provide clear, easy-to-understand explanations.
• Adhere to all IT support processes, including logging incidents, service requests, and problem reports accurately in the ticketing system.
• Follow established escalation procedures for issues that cannot be resolved at the first level.
• Maintain and update technical documentation, including troubleshooting steps and user guides.
• Ensure compliance with IT security policies and procedures when handling user access or data.
• Continuously expand knowledge of supported systems, software, and hardware through self-study and formal training.
• Learn new troubleshooting techniques and best practices for technical support.

• Bachelor s degree in information technology, Computer Science, or a related field
• Experience with helpdesk ticketing systems.
• 1-3 years of experience

Skills:

• Customer Focus
• Detail Oriented
• Time Management
• Proactiveness
• Basic Hardware Troubleshooting
• Remote Desktop Tools Familiarization