IT Support Specialist

Position Overview

We are looking for a competent and customer-oriented IT Support Specialist to provide comprehensive technical assistance to end users. This role involves troubleshooting issues related to hardware, software, network, and systems, as well as supporting daily technology operations to ensure smooth functioning and user satisfaction.

Primary Duties

• Deliver technical support through various channels including phone, email, chat, and ticketing platforms.
• Identify and resolve hardware, software, and network issues efficiently.
• Install, set up, and maintain desktops, laptops, printers, mobile devices, and related peripherals.
• Administer user accounts, permissions, and access controls using Active Directory and other identity management tools.
• Provide support for Microsoft 365 services, email systems, collaboration platforms, and business software.
• Track and respond to support requests promptly, adhering to established service level agreements.
• Maintain detailed documentation of incidents, troubleshooting steps, and resolutions.
• Escalate complex technical issues to senior IT personnel when necessary.
• Assist in managing IT assets, software rollouts, and system updates.
• Implement security best practices and contribute to cybersecurity efforts.

Necessary Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent hands-on experience.
• Between 1 to 3 years of practical experience in IT support, help desk, or technical support roles.
• Proficient knowledge of Windows operating systems, Microsoft 365 suite, Active Directory, and typical business applications.
• Experience using ticketing tools such as ServiceNow, Jira Service Management, Zendesk, or equivalent platforms.
• Understanding of fundamental networking concepts like TCP/IP, DNS, DHCP, and VPN technologies.
• Strong analytical and problem-solving capabilities.
• Excellent customer service skills paired with clear communication abilities.

Desired Skills and Certifications

• Experience handling support in remote or hybrid work environments.
• Familiarity with Microsoft Azure, Intune, and endpoint management solutions.
• Awareness of cybersecurity principles and best practices.
• Hands-on experience with hardware deployment and system administration tasks.
• Certifications such as CompTIA A+, Network+, Microsoft, or similar credentials.