IT Support Specialist

As the IT Support Specialist, you will be the primary point of contact for all technical assistance, ensuring seamless access to IT systems and applications across the organization.

This role requires a proactive, customer-oriented approach, solid troubleshooting skills, and in-depth technical expertise.

The below highlights key deliverables critical for the performance of the role. Performance reviews will be scheduled, based on agreement of metrics required from period-to-period.

• Technical Assistance & Troubleshooting
  • Serve as the first point of contact for technical support, responding to user requests via phone, email, or in person.
  • Troubleshoot hardware, software, and network issues for desktops, laptops, mobile devices, and peripherals.
  • Escalate complex issues to senior IT staff or external vendors when necessary.

• User Support & Training
  • Assist users in effectively utilizing software, devices, and systems.
  • Lead onboarding sessions for new employees, setting up accounts and ensuring access to all necessary IT resources.
  • Conduct basic training on IT policies, security practices, and productivity tools.

• System & Network Support
  • Perform routine maintenance tasks for workstations, printers, and other IT hardware, including updates and patch management.
  • Troubleshoot and resolve network issues, including Wi-Fi, VPN, and connectivity problems.
  • Manage user accounts, including creation, updates, and deactivation as required.

• Documentation & Inventory Management
  • Document support requests, troubleshooting actions, and resolutions in the ticketing system.
  • Maintain an accurate inventory of IT equipment, including tracking repairs, replacements, and new deployments.
  • Contribute to the creation and updating of IT support documentation, user guides, and FAQs.

• Security & Compliance
  • Follow established IT security protocols to ensure compliance with company policies and protect user data.
  • Assist in the implementation and maintenance of antivirus software, firewalls, and other security measures.
  • Educate users on IT security best practices, including password management and phishing prevention.

Direct Reports

• IT Support Intern (Panama): The IT Support Intern will assist with day-to-day IT operations, providing support for troubleshooting, user assistance, and system maintenance. They will work closely with the IT Support Specialist to gain hands-on experience in managing technical issues, maintaining IT equipment, and supporting network and system administration tasks. The intern will also help with documentation, inventory tracking, and assisting with user training sessions as needed.

Minimum Qualifications – Education & Experience

• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• 1+ years of experience in IT support or a technical support role.
• Strong familiarity with Windows and Mac OS, the Microsoft Office Suite, and other commonly used software applications.
• Basic understanding of networking concepts, including TCP/IP, DNS, and VPN.
• Strong customer service and communication skills, with the ability to simplify technical information.

Qualifications – Skills

• Experience with ticketing systems like, Zendesk, or similar platforms.
• Knowledge of Active Directory and Office 365 administration.
• Experience with Aloha POS systems or similar point-of-sale systems.
• Strong problem-solving abilities, with the capacity to troubleshoot and resolve technical issues efficiently.
• Excellent organizational skills, with attention to detail in documentation and inventory management.
• Ability to work independently and collaboratively as part of a team.
• Proactive mindset with a strong desire to learn and stay current on emerging technologies and best practices.