Cyntekk

IT Support Specialist

Full time, on-site (non-exempt) role in Richmond, VA

Hourly rate =25 to 30/hour (we may flex based on your experience)

POSITION OVERVIEW:

We are seeking a dedicated IT Support Specialist to join our dynamic technology team!

In this role, you will be responsible for providing comprehensive technical assistance to users, managing computer systems, and maintaining IT infrastructure to ensure seamless operational performance. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a proactive approach to resolving technical issues. This position offers an opportunity to contribute significantly to our organization’s efficiency by delivering exceptional IT support across diverse platforms and environments.

Summary:

The IT Support Specialist role is to provide technical assistance to end users and support for computer systems, hardware, and software; install and configure new equipment and software; troubleshooting and resolving technical issues; and perform regular system maintenance.

Responsibilities:

User and technical support

• Respond to user questions and requests for assistance.
• Diagnose and troubleshoot hardware, software, and network problems.
• Guide users through problem-solving steps and provide technical support to ensure productivity.
• Maintain professionalism and provide timely, accurate customer service.

Installation and configuration

• Install and configure new hardware, software, operating systems, and peripherals like printers.
• Set up workstations for new employees, including creating user accounts and granting necessary access. We use Active Directory
• Assist with the deployment of new applications and systems.

System maintenance and security

• Perform routine maintenance, such as applying updates and patches, to ensure stability and performance.
• Conduct regular backups to prevent data loss and perform data recovery if needed.
• Monitor systems for potential security threats and ensure network security.

Training and documentation

• Train employees on how to use new hardware and software effectively.
• Create and maintain user-friendly documentation, manuals, and knowledge bases.

Other duties

• Monitor and report on system performance, issues, and resolutions.
• Work with vendors and external support providers when necessary.
• Provide orientation and training to end users for all modified and new systems.

Skills and Qualifications:

· High-level knowledge of commonly used software, hardware and applications

· ITSM Ticketing system, we use JIRA, but ServiceNow or other popular systems work!

· Strong knowledge of and skills with Windows 11 and earlier operating systems

· Strong oral communication skills to gather information from employees and explain complex technical concepts in simple language

· Demonstrated written communication skills to create useful support logs

· Analytical and problem-solving skills to troubleshoot and diagnose issues

· Time management skills to provide updates and fixes within a promised time frame

· Observational skills to recognize warning signs that indicate potential problems

· Customer service skills to interact professionally and positively with employees and coworkers

· Excellent written, oral, and interpersonal communication skills.

· Highly self-motivated and directed, with keen attention to detail.

· Proven analytical and creative problem-solving abilities.

· Able to prioritize and execute tasks in a high-pressure environment.

· Strong customer service orientation.

· Ability to work in a team-oriented, collaborative environment.

PHYSICAL DEMAND:

The physical demands described here represent those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodation will be made consistent with applicable law to enable qualified individuals with disabilities to perform the essential functions.

· Those usually associated with an onsite IT position

· Ability to use both hands regularly with enough dexterity

· Occasionally will be lifting, pushing and pulling 20 -25 pounds

· Occasionally will be working in cooler server room environment (65 - 80 degrees)

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Work Location: In person