Computer Support Specialist

Job Description

Characteristics of Position:

The Computer Support Specialist will provide both remote and in-person technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. This role involves helping employees troubleshoot and maintain optimal performance of their workstations and applications.

Core Responsibilities/Essential Functions:

Install, configure, and maintain computer systems and applications.

Install, configure, and maintain desktops, laptops, printers, and peripheral equipment.

Assist in setting up new user accounts, profiles, and workstations.

Provide first-level support for computer hardware, software, and network issues.

Respond to service requests and incidents in a timely manner using a ticketing system.

Troubleshoot technical issues via phone, email, chat, or in person.

Document support interactions, issues, and solutions in the ticketing system.

Follow up with users to ensure full resolution of issues.

Escalate complex problems to higher-level support or engineering teams as needed.

Provide feedback on recurring issues and potential system improvements.

Update and maintain documentation related to technical support procedures.

Assist with onboarding and training new users on IT systems and tools.

Maintain inventory of IT equipment and track hardware/software usage.

Participate in meetings/conferences/webinars as determined relevant to duties.

Performs other related duties as assigned.

Required Skills/Abilities:

Excellent communication and customer service skills.

Strong problem-solving abilities and attention to detail.

Basic knowledge of Active Directory, Office 365, VPN, and remote desktop tools.

Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified).

Experience with ticketing systems like Freshdesk or ServiceNow.

Strong organizational skills and ability to meet deadlines.

Pre-requisite Requirements:

High school diploma or GED (Associate's or Bachelor's degree in IT or related field preferred).

1–2 years of experience in a computer support or helpdesk role.

Valid Florida Driver License

Eligibility determination for Level II background screening.

Preferred Attribute:

Associate's or Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

Physical Demands: While performing the duties of this job, the employee is regularly required to sit, talk, hear, stand, walk, carry items, and stoop. Prolonged periods of sitting at desk and working on a computer screen. Must be able to lift 50 pounds at a time.

Supervision: This position reports to the Information Technology Director. This position does not provide supervision to others.

Work Environment: This job operates in a professional office environment, but is routinely dispatched to service locations to fulfill duties. Service sites include secure facilities. This role routinely uses standard office equipment such as computers, copiers, scanners and video conferencing equipment.

Position Type/Expected Hours of Work: This is a full time, on-site position. Days of work are Monday through Friday, hours may range from 7:30 a.m. to 6:00 p.m. Some flexibility in hours allowed, with approval.

Travel: Regular travel to company service locations for onsite technical support. No overnight travel required. .

The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to position.Company Description

At Agency for Community Treatment Services (ACTS), we’re more than just a team—we’re a community dedicated to changing lives. For over 45 years, ACTS has provided vital services to individuals facing mental illness, substance use disorders, and homelessness. We’re passionate about what we do, and we’re looking for compassionate, driven individuals to join us in making a lasting impact.

At ACTS, you’ll be part of a team that’s helping to changing lives every day. If you’re ready to work in an environment where you’re valued and your contributions are impactful, we’d love to hear from you.

Full-time