IT Support Specialist

As an IT Support Specialist, you are the first point of contact for end users across all HCE sites, providing routine guidance and troubleshooting for the organization’s computers, software, peripherals, and telephony by phone, email, chat, and in person. You resolve the majority of day-to-day support tickets directly and escalate infrastructure-level or systemic issues to the Systems Administrator or IT Director with clear, documented context. Beyond reactive support, you assist with routine endpoint administration and backup verification under established procedures. Success in this role is demonstrated by prompt ticket resolution, minimal user downtime, accurate documentation, and dependable support across HCE’s locations. You are expected to ask appropriate diagnostic questions, use available knowledge and resources, and stay current with the tools and systems in the HCE environment.

ESSENTIAL RESPONSIBILITIES AND DUTIES

The following functions of the job include, but are not limited to the following

Helpdesk and End-User Support

• Serve as the first point of contact for end-user IT requests received through the helpdesk ticketing system, recording accurate ticket detail from intake through resolution
• Receive and process user requests regarding hardware, software, and network connectivity issues
• Diagnose and resolve desktop, laptop, printer, scanner, and print-queue problems, including system errors and application faults
• Provide email, Outlook, and mailbox configuration and troubleshooting support within Microsoft 365
• Support VoIP desk-phone and softphone issues for end users
• Guide users through clear, step-by-step instructions and conduct remote troubleshooting, testing alternative approaches until the issue is resolved
• Customize desktop applications to meet documented user needs
• Follow up with users to confirm that systems are functioning, and capture feedback and product requests

Provisioning and On-Site Support

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