IT SPECIALIST

The IT Specialist - Technical Support / Help Desk is responsible for providing technical assistance and support to employees and users experiencing hardware, software, network, account, and system-related issues. This position serves as a primary point of contact for IT support, troubleshoots technical problems, manages service requests, and ensures timely resolution of incidents while maintaining a high level of customer service., * Provide first- and second-level technical support to employees and end users.

• Respond to IT support requests through phone, email, chat, ticketing systems, and in-person assistance.
• Diagnose and troubleshoot hardware, software, operating system, network, and connectivity issues.
• Install, configure, maintain, and troubleshoot desktop computers, laptops, monitors, printers, mobile devices, and other IT equipment.
• Support Windows, macOS, Microsoft 365, and other business applications as required.
• Create, manage, and maintain user accounts, passwords, permissions, and access rights in accordance with company policies.
• Troubleshoot network connectivity, Wi-Fi, VPN, email, printing, and remote-access issues.
• Install and configure software, applications, drivers, and security updates.
• Monitor and manage IT support tickets and ensure incidents are resolved within established service-level agreements (SLAs).
• Escalate complex technical issues to appropriate infrastructure, application, security, or vendor teams.
• Document troubleshooting steps, resolutions, system changes, and user support activities.
• Maintain accurate IT asset and equipment records.
• Assist with onboarding and offboarding employees, including equipment setup, account provisioning, and access management.
• Provide technical support for meeting rooms, video conferencing, collaboration tools, and other workplace technology.
• Assist with computer imaging, deployment, configuration, and replacement activities.
• Support antivirus, endpoint security, patch management, and other basic security controls.
• Monitor recurring technical issues and identify opportunities for permanent solutions.
• Develop and maintain technical support documentation, knowledge-base articles, and user guides.
• Provide basic user training and guidance on IT systems, applications, and security best practices.
• Assist with IT projects, system upgrades, hardware refreshes, software deployments, and technology implementations.
• Maintain confidentiality and security of company systems, user information, and data.
• Follow IT policies, procedures, security standards, and service management practices., * VPN / Wi-Fi Support
• Printer & Peripheral Support
• User Account Administration
• IT Ticket Management
• Incident Management
• Service Request Management
• Remote Technical Support
• Endpoint Support
• IT Asset Management
• Cybersecurity Awareness
• System Documentation
• Customer Service

Information Technology & Information Systems, Information Technology & Information Systems, Help Desk, Maintenance Services, Customer Support/Service, Technical Support, Time Management, Information Systems/Technology IS/IT Administration, 2nd Level Support, Operating Systems, * Associate or bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred.

• 1-3 years of experience in technical support, help desk, desktop support, or IT service management.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows operating systems and Microsoft 365 applications.
• Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and network troubleshooting.
• Experience with IT ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms.
• Knowledge of hardware, software, printers, peripherals, and mobile devices.
• Strong customer service and communication skills.
• Ability to prioritize multiple support requests and work effectively under time constraints.
• Ability to explain technical issues clearly to users with different levels of technical knowledge., * CompTIA A+, Network+, or Security+ certification.
• Microsoft certifications such as Microsoft 365 Fundamentals or related certifications.
• ITIL Foundation certification.
• Experience with Active Directory, Entra ID/Azure AD, Group Policy, and user account administration.
• Experience with endpoint management tools such as Microsoft Intune, SCCM/MECM, or similar platforms.
• Experience with remote support and remote desktop technologies.
• Basic knowledge of cybersecurity and endpoint security practices.
• Experience supporting cloud-based applications and services.
• Experience with PowerShell or basic scripting is a plus.

Key Skills

• Technical Support
• Help Desk Support
• Desktop Support
• Hardware & Software Troubleshooting
• Windows / macOS
• Microsoft 365
• Active Directory / Entra ID, * Technical Troubleshooting: Ability to diagnose and resolve hardware, software, network, and application problems efficiently.
• Customer Service: Ability to provide professional, patient, and user-focused technical assistance.
• Problem Solving: Ability to identify root causes and implement effective solutions.
• Communication: Ability to explain technical concepts clearly to both technical and non-technical users.
• Time Management: Ability to prioritize incidents and service requests based on urgency and business impact.
• Attention to Detail: Ability to accurately document incidents, resolutions, configurations, and IT assets.
• Security Awareness: Ability to follow IT security policies and protect company systems and information.
• Teamwork: Ability to collaborate with infrastructure, security, applications, vendors, and other IT teams to resolve complex issues.