IT Support Specialist

About the Role

As an IT Support Specialist at Velociti, you will be a trusted resource for employees and the first line of support for technology challenges. This is a hands-on role combining technical expertise with exceptional customer service to diagnose and resolve issues, support users, manage equipment, and maintain a reliable IT environment.

Key Responsibilities

• Diagnose and resolve Level 1 hardware and software issues for end users.
• Install, configure, upgrade, and troubleshoot computers, software, peripherals, and other technology.
• Provide general desktop support, including PC and laptop imaging/re-imaging and release coordination.
• Provide one-on-one technical assistance through chat, phone, email, and in-person support.
• Assist with the setup and configuration of peripherals such as printers, scanners, monitors, docking stations, and other devices.
• Coordinate with third-party service providers for hardware repairs under maintenance agreements or warranties.
• Perform minor hardware repairs and troubleshooting for equipment outside of third-party support.
• Manage and maintain IT inventory, including laptops, keyboards, mice, docking stations, monitors, IP phones, and other equipment.
• Support user account administration, including Active Directory user management, password resets, and new user setup.
• Balance multiple priorities, including support tickets, walk-up requests, projects, and time-sensitive technical issues.
• Communicate clearly with users and team members to ensure efficient and effective issue resolution.

Requirements & Tech Stack

• Experience providing IT support, desktop support, technical support, or related experience.
• Working knowledge of Windows, WinPE, Android, and iOS operating systems and basic troubleshooting.
• Strong understanding of Microsoft Office and common end-user applications.
• Familiarity with Active Directory, including user management, password resets, and adding new users.
• Basic networking knowledge and troubleshooting skills.
• Excellent interpersonal and communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to work effectively under pressure and meet tight deadlines.
• A customer-focused mindset with a desire to help others solve technical problems.

Preferred Skills

• Microsoft 365 experience.
• Experience creating, deploying, and managing OS images and software packages.
• Experience with PC/laptop imaging and re-imaging.
• Previous experience supporting hardware, peripherals, and end-user technology in a business environment.