IT Technical Support Specialist

Provide on-site and remote technical support for Windows and Apple devices including desktops workstations laptops iMacs and MacBooks.

Troubleshoot and resolve common hardware and software issues in accordance with approved procedures.

Provide remote desktop support using approved tools to minimize downtime.

Support accessories and peripherals including printers scanners IP telephones and related hardware.

Log update and manage technical incidents and service requests in the ticketing system.

Escalate complex or unresolved issues to Technical Support Services Tier 2 with complete diagnostic details.

Support Technical Support Services Tier 2 under guidance in resolving incidents problems and escalations through on-site assistance task execution and data collection.

Prepare install and configure IT assets.

Install operating systems standard applications and authorized software according to policies.

Perform on-site installation relocation and replacement of IT equipment and peripherals.

Execute approved hardware upgrades and component replacements.

Apply preventive and corrective maintenance to reduce downtime and extend asset life.

Maintain accurate asset records and lifecycle documentation in approved systems.

Conduct all interactions with end users stakeholders vendors and QM stakeholders in a courteous respectful professional and service-oriented manner.

Uphold ethics integrity transparency and accountability in all duties.

Maintain a professional appearance on-site wearing formal business attire aligned with QM standards.

Perform all work assignments strictly as approved authorized or directed by designated QM Information Technology Department representatives.

Ability to provide on-site and remote support for Windows and Apple end-user devices.

Ability to troubleshoot and resolve common hardware software peripheral and remote desktop issues.

Ability to log update and manage tickets escalations and diagnostic details.

Ability to install configure relocate upgrade and maintain IT assets and peripherals.

Ability to follow approved procedures SLAs escalation matrices and QM IT Department direction.

Availability for after-hours and on-call support as required.

Progressively take on activities typically handled by Technical Support Services Tier 2 while maintaining service quality and SLA adherence.

Support cross-training between Helpdesk Technical Services and Audio-Visual Technical Services as applicable.