IT Support Specialist

• Respond to and resolve IT support requests through a ticketing system, phone, chat, email, and walk-ups.
• Diagnose and fix issues with Windows and macOS devices, mobile devices, printers, peripherals, and applications.
• Support Microsoft 365, Google Workspace, email, collaboration tools, and line-of-business applications.
• Create, modify, and disable user accounts, passwords, groups, and permissions in Active Directory and/or Microsoft Entra ID.
• Install, configure, patch, and upgrade operating systems, drivers, and standard software.
• Configure and support Wi Fi, VPN, DNS/DHCP basics, and remote-access tools.
• Track IT assets, software licenses, device assignments, and warranty information.
• Document incidents, resolutions, runbooks, and knowledge-base articles.
• Monitor endpoint health and proactively address recurring issues.
• Train users on tools, security best practices, and IT policies.
• Escalate complex network, server, cloud, or security incidents to appropriate teams.
• Coordinate with vendors for hardware repairs, replacements, and service calls.
• Follow backup, security, privacy, and change-management procedures., Performance metrics
• Average first response time and time to resolution.
• First-contact resolution rate.
• Customer satisfaction (CSAT) score.
• SLA compliance and ticket backlog.
• Quality and completeness of documentation.
• Reduction in repeat incidents and escalations.

• Diploma, associate, or bachelor’s degree in IT/CS or equivalent hands-on experience.
• 1 3 years in IT support, help desk, or desktop support (adjust for junior/mid/senior).
• Strong troubleshooting skills for Windows 10/11 and macOS; basic mobile-device support (iOS/Android).
• Experience with ticketing systems and remote-support tools.
• Solid understanding of computer hardware, OS installation, software deployment, and basic networking.
• Clear written and verbal communication; ability to explain technical issues to non-technical users.
• Ability to prioritize work, meet SLAs, and handle confidential information.

Preferred skills

• Microsoft 365 admin basics (Exchange Online, SharePoint, Teams, OneDrive).
• Active Directory and/or Microsoft Entra ID user and group management.
• Endpoint management with Intune, Autopilot, Jamf, or similar.
• Basic networking: TCP/IP, DNS, DHCP, VLANs, Wi Fi, and VPN troubleshooting.
• Familiarity with ServiceNow, Jira Service Management, Freshservice, or Zendesk.
• Endpoint security tools, antivirus/EDR, disk encryption, and backup basics.
• Certifications: CompTIA A , Network , ITIL 4 Foundation, Microsoft MD 102, or similar.