Careers At HGS

IT Support Specialist

Job Code : HGS/590

Job Description

Provide technical support, installation and maintenance of personal computer and laptop hardware and software, and peripheral equipment to ensure efficient and uninterrupted business operations.



Typically Reports To: Sr IT Support or Assistant Manager


Principal Duties and Responsibilities:

1.       Install, move, upgrade and maintain personal computers, laptops, and peripheral equipment in a Large Area Network and Wide Area Network environment with multiple computing platforms to meet the needs of business operations.

2.       Provide helpdesk support over the phone and at the workstation to internal end-users to facilitate efficient business operations. 

3.       Troubleshoot and diagnose hardware and software problems and apply cost-effective solutions to minimize interruptions in business operations. Refer problems requiring higher level support to Infrastructure and Telecommunications group personnel.

4.       Perform basic Large Area Network administration duties to satisfy requests by internal clients.

5.       Use established procedures and systems for assignment of tasks and documentation of work performed within the reporting and documentation standards established by HGS in order to facilitate enhancement, change or troubleshooting of the work.

6.       Adhere to negotiated due dates and acceptable budgeted hours of project assignments for completion as expected by internal and external clients.

7.       Prioritize assigned tasks to effectively meet the needs of the business.

8.       Communicate status of all assigned tasks verbally or in writing to the appropriate management for tracking and communicating to internal and external clients as needed.


The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.  In addition to the above, all HGS employees are expected to:


* Promote teamwork and cooperative effort.  * Help train and give guidance to other HGS employees.  * Maintain a clean, safe, and unobstructed work area, and practice good safety habits.  * Provide internal and external customers with the highest quality service.


Minimum jOB Requirements: (Education, Experience, Skills)

·         High school diploma required.  Some college or technical training preferred. 

·         Prefer MCSE, A+, or N+ certified or in progress

·         One to two years’ experience in a technical support role in a LAN/WAN networked environment including hands-on experience installing, maintaining and troubleshooting personal computers, laptops and peripheral equipment that are comparable to those used at HGS.  Experience with VPN and broadband networking preferred.

·         General knowledge of MS Office and other common desktop applications and network and workstation operating systems that are used at HGS

·         General knowledge of the Internet web browsers and e-mail systems used at HGS

·         Good written communication skills and strong verbal communication skills, particularly with end-users who have varying degrees of computer knowledge

·         Self-starter with a willingness to ask questions and actively seek out answers

·         Ability to work closely with others as a solid team player

·         A positive attitude and ability to handle stress in a fast-paced environment



Uses Sound Judgment & Makes Decisions Wisely


Asks questions of team members and managers to identify critical issues.  Understands the impact of a decision on customers and HGS.  Knows when to seek direction with an issue or problem and/or to gain understanding about the impact of an action or decision.

Shows Initiative



Proactively seeks solutions to problems before being asked. Initiates self-development efforts and seeks job enrichment opportunities.

Promotes Teamwork


Participates on cross functional teams.  Provides knowledge about multiple projects, products and/or customers to increase team member understanding.  Helps others improve individual contributions as a team member. 

Communicates Effectively



Listens and converses with a variety of audiences.  Extracts key issues from others by asking the right questions.  Able to present information and ideas in a cohesive and logical manner.

Embraces Differences



Takes accountability for own progress and seeks to continually improve. Responds to others’ varying needs. Appreciates differences among team members.

Drives Customer Focus


Identifies opportunities to exceed the expectations of customers.  Establishes and nurtures strong sustainable collaborative relationships with internal and external customers. Designs internal work processes to improve customer service. Adds value to the organization by providing exemplary customer service.  Follows up, gets help from others when necessary. 





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