IT Support Specialist

Job Title

IT Support Specialist

Description

We are looking for a customer-focused IT Support Specialist to provide technical assistance and resolve hardware software and network issues for end users. The ideal candidate will deliver timely high-quality support contribute to documentation and knowledge-base articles and collaborate with IT teams to improve system reliability and user experience.

Responsibilities

• Respond to and resolve help desk tickets via phone email and ticketing system within agreed service levels.
• Troubleshoot desktop laptop mobile devices peripherals and basic server issues.
• Support operating systems including Windows macOS and common Linux distributions.
• Manage user accounts permissions and groups using Active Directory or similar directory services.
• Install configure and update software applications and endpoint security tools.
• Provide remote support using remote access tools and escalate complex issues to senior IT staff when necessary.
• Maintain and update hardware and software inventories and assist with asset lifecycle management.
• Assist with network troubleshooting (TCP/IP DNS DHCP) and support VPN connectivity for remote employees.
• Create and maintain technical documentation FAQs and user guides to reduce repeat incidents.
• Participate in IT projects deployments and change management activities as required.

Qualifications

• Bachelor’s degree in Information Technology Computer Science or equivalent work experience or relevant technical certifications.
• 1-3 years of experience in a help desk desktop support or technical support role preferred.
• Experience with Active Directory Microsoft 365 administration and common endpoint management tools.
• Familiarity with networking fundamentals (TCP/IP DNS DHCP VPN) and printer/scanner support.
• Strong customer service skills clear verbal and written communication and the ability to explain technical concepts to non-technical users.
• Ability to prioritize multiple tasks work under pressure and follow established IT processes and security practices.
• Relevant certifications such as CompTIA A Microsoft 365 Certified or ITIL Foundation are a plus.

Skills

• Technical Troubleshooting
• Customer Service
• Windows
• macOS
• Linux
• Active Directory
• Microsoft 365
• Networking
• TCP/IP
• DNS
• DHCP
• VPN
• Remote Support
• Help Desk Ticketing
• ITIL
• Hardware Repair
• Mobile Device Management
• PowerShell
• Asset Management
• Software Installation
• Printer Support
• Backup and Recovery
• Multi-factor Authentication
• Security Awareness
• Problem Solving
• Communication