IT Support Specialist l

Socket.dev; El Centro (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Socket.dev is seeking an IT Support Specialist I to ensure reliable operation of our IT infrastructure. You will provide first-level technical support to end-users, diagnose basic hardware, software, and network issues, and guide users through troubleshooting steps.

You will document all actions in the ticketing system, assist with account management, and collaborate with senior staff to resolve more complex problems, while helping foster user satisfaction and a productive work environment.

Qualifications

• High school diploma or equivalent required.
• Basic understanding of computer hardware, Windows/macOS, and common software.
• Experience in help desk or support environment.
• Strong communication to assist users with varying technical knowledge.
• Ability to manage multiple requests and prioritize tasks.

Responsibilities

• Respond promptly to user requests for technical assistance via phone, email, or in-person.
• Diagnose and resolve basic hardware, software, and network connectivity issues.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Document all support activities and solutions in the ticketing system to ensure accurate records.
• Assist with user account management, including password resets and access permissions.
• Collaborate with senior IT staff to collaborate and resolve complex technical problems.
• Provide end-user training and guidance on common IT tools and best practices.
• Maintain inventory of IT equipment and ensure compliance with organizational policies.

Skills

Strong communication skills

Ability to manage multiple support请求s

Education

High school diploma or equivalent

Associate degree or higher in IT or CS

Certifications such as CompTIA A+ or Microsoft Modern Desktop

Tools

Ticketing systems

Remote support tools

Windows/macOS troubleshooting

Networking basics (TCP/IP, DNS, VPN)

Job description

About the Role:

The IT Support Specialist I plays a critical role in maintaining the smooth operation of an organization's IT infrastructure by providing first-level technical support to end-users. This position is responsible for diagnosing and resolving hardware, software, and network issues promptly to minimize downtime and ensure productivity. The specialist will serve as the initial point of contact for IT-related inquiries, guiding users through troubleshooting steps and escalating complex problems to higher-level support when necessary. By managing support tickets and documenting solutions, the role contributes to continuous improvement of IT services and user satisfaction. Ultimately, the IT Support Specialist I helps create a reliable and efficient technology environment that supports the organization's business objectives.

Minimum Qualifications:

• High school diploma or equivalent.
• Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Experience with troubleshooting and resolving technical issues in a help desk or support environment.
• Strong communication skills to effectively assist users with varying levels of technical knowledge.
• Ability to manage multiple support requests and prioritize tasks efficiently.

Preferred Qualifications:

• Associate degree or higher in Information Technology, Computer Science, or related field.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
• Familiarity with network fundamentals including TCP/IP, DNS, and VPN technologies.
• Experience with ticketing systems and remote support tools.
• Knowledge of cybersecurity best practices and data privacy regulations.

Responsibilities:

• Respond promptly to user requests for technical assistance via phone, email, or in-person.
• Diagnose and resolve basic hardware, software, and network connectivity issues.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Document all support activities and solutions in the ticketing system to ensure accurate records.
• Assist with user account management, including password resets and access permissions.
• Collaborate with senior IT staff to collaborate and resolve complex technical problems.
• Provide end-user training and guidance on common IT tools and best practices.
• Maintain inventory of IT equipment and ensure compliance with organizational policies.

Skills:

The IT Support Specialist I utilizes technical troubleshooting skills daily to identify and resolve user issues efficiently, ensuring minimal disruption to business operations. Communication skills are essential for explaining technical concepts clearly and patiently to users with diverse technical backgrounds. Organizational skills help manage multiple support tickets simultaneously, prioritizing urgent issues while maintaining thorough documentation. Familiarity with hardware and software enables the specialist to perform installations, upgrades, and maintenance tasks confidently. Additionally, collaboration skills are important when working with senior IT staff to collaborate and resolve complex problems, contributing to a cohesive and effective IT support team.