IT Support Specialist

The IT Support Specialist is responsible for providing technical assistance and support to end-users, ensuring the efficient operation of computer systems, hardware, and software. This role involves troubleshooting issues, maintaining IT infrastructure, and delivering excellent customer service to internal or external stakeholders.

Key Responsibilities

• Deliver frontline technical assistance for hardware, software, and network-related concerns

• Address help desk requests, emails, and support calls within defined timelines

• Install, configure, and support desktops, laptops, printers, and mobile devices

• Create and manage user accounts, access rights, and password settings

• Diagnose and resolve issues related to Windows and macOS operating systems

• Provide support for cloud platforms such as Microsoft 365 or Google Workspace

• Assist in resolving connectivity, VPN, and wireless network issues

• Maintain accurate records of incidents, resolutions, and IT procedures

• Ensure systems remain updated with current patches and security updates

• Ensure excellent customer service and communication throughout the support process

• Coordinate with Level 1, Level 2, and infrastructure support teams

• Track ticket progress and ensure issues are resolved within SLA timelines

Do you have experience in Windows?, Do you have a Bachelor's degree?, * Bachelor's degree in computer science, Information Technology, or a related discipline

• 4-5 years of experience in IT support or technical support roles

• Strong capability to troubleshoot technical issues and provide user assistance

• Comprehensive understanding of computer hardware, software, and networking concepts

• Ability to assess technical requirements and train end users effectively

• Hands-on experience with IT service management tools such as HaloPSA orServiceNow

• Experience creating technical documentation and tracking performance metrics

• Solid understanding of database administration and system security practices

• Ability to stay updated with emerging technologies and IT support trends

• Excellent verbal, written, and interpersonal communication skills

Technical Skills

• Proficiency in operating systems including Windows and macOS

• Fundamental knowledge of networking concepts such as TCP/IP, DNS, and DHCP

• Experience using ticketing platforms like ServiceNow, Jira, or Zendesk

• Familiarity with Active Directory, remote desktop applications, and user support tools

Soft Skills:

• Strong communication and interpersonal skills

• Problem-solving and analytical thinking

• Ability to work independently and in a team

• Customer-service mindset

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, or Microsoft certifications

• Experience with cloud platforms (Azure, AWS)

• Prior help desk or technical support experience