IT Support Specialist

The IT Support Specialist (Tier 1) provides first-level technical support for Demco employees. This role ensures the smooth operation of information systems by assisting users, maintaining software and hardware, and collaborating with IT staff and external vendors. The technician delivers exceptional customer service and supports the organization’s technological needs.

Key Responsibilities

· Serve as the first point of contact for technical assistance via phone, email, chat, or in-person requests.

· Install, configure, and update software, hardware, and peripherals (e.g., PCs, printers, mobile devices).

· Support, test, and maintain off-the-shelf and vendor-hosted applications and operating systems.

· Identify and escalate complex issues to Tier 2/3 technicians or external vendors.

· Create and maintain accurate configurations, processes, and user guide records.

· Participate in software testing and deployment processes, ensuring quality and compatibility.

· Develop instructional materials and assist users in effectively using hardware and software tools.

· Recommend system or process improvements to enhance user experience and operational efficiency.
Requirements