Responsibilities: 

• Provide Technical Support: Serve as the primary point of contact for all technical support requests from end-users. Troubleshoot hardware and software issues, including desktops, laptops, printers, mobile devices, operating systems, and applications. Resolve complex technical problems and provide timely and effective solutions. 
• Incident Management: Respond to and manage IT incidents, including tracking, escalation, and resolution. Ensure incidents are appropriately documented and reported. Analyze trends to identify recurring issues and implement preventive measures. 
• User Training and Education: Develop and deliver training programs to enhance end-user knowledge and technical skills. Educate users on best practices for software applications, security awareness, and data protection. 
• Vendor Management: Collaborate with external vendors and service providers to ensure the delivery of high-quality IT services. Monitor vendor performance, negotiate contracts, and manage relationships. 
• Daily operations of all A/V systems and services 
• Provide maintenance of the audio-visual systems. This maintenance shall include both preventative and remedial maintenance. 
• Consult with cross functional teams to build and support A/V solutions based on diverse event requirements 
• Occasional off-hours event setup, troubleshooting and support 
• Responding to and resolving help desk requests related to online meeting and collaboration tools, online platform and application support and troubleshooting, hardware and software troubleshooting and support, and general technology consultation for staff and partner United Way members seeking technical support assistance where appropriate. 
• Other duties as assigned 

Qualifications: 

• Diploma or Bachelor's degree in computer science, information technology, or a related field. 
• Proven experience as an IT Support Specialist or similar role, with a minimum of 3 years in a corporate IT environment. 
• Strong technical knowledge of hardware, software, operating systems, and network infrastructure. 
• Proficiency in troubleshooting and resolving complex technical issues remotely and in person. 
• Excellent communication and interpersonal skills, with the ability to effectively explain technical concepts to non-technical users. 
• Strong analytical and problem-solving abilities, with a keen attention to detail. 
• Ability to work under pressure, prioritize tasks, and meet deadlines. 
• Knowledge of security best practices and data protection regulations. 
• Familiarity with cloud-based technologies, virtualization, and remote support tools. 
• Proactive mindset and willingness to learn and adapt to new technologies.