IT Support Specialist
IT Support Specialist
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Job Description
Job Title: IT Support Specialist
Department: Information Technology
Reports To: IT Support Manager
The IT Support Specialist is responsible for providing exceptional technical support to our global user base. They will be the first point of contact for incoming support calls and ticketing queue management. The role involves troubleshooting software and hardware issues supporting audio/visual systems and collaborating with internal IT teams to resolve technical issues. The ideal candidate will maintain uptodate knowledge of relevant technologies and participate in special projects as required.
Key Responsibilities:
- Answer incoming support calls and manage the first response to the ticketing queue.
- Provide technical support to the organizations global user base.
- Troubleshoot enduser software and hardware issues.
- Respond to inquiries by applying knowledge of software hardware and procedures.
- Support and maintain audio/visual systems and rooms.
- Collaborate with internal IT teams to identify and resolve technical issues.
- Participate in projects and initiatives as required.
- Deploy hardware for new joiners or as replacement devices.
- Preferred Skills/Experience:
- Excellent communication and customer service skills.
- Strong problemsolving abilities and an attention to detail.
- Ability to work independently and as part of a team.
- Willingness to learn and adapt to new technologies and challenges.
- Proven experience with Microsoft technologies including Microsoft 365 Services.
- Professional experience of troubleshooting Microsoft Windows.
- Handson experience supporting hardwarerelated issues.
- A minimum of two years of first/second line support experience within IT operations.
About us:
Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart compassionate innovative committed ICF employees tackle unprecedented challenges to benefit people businesses and governments around the globe. We believe in collaboration mutual respect open communication and opportunity for growth.
We can only solve the worlds toughest challenges by building an inclusive workplace that allows everyone to thrive. We are committed to creating a culture where we embrace our differences in ideas and identities. Together our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals.
Learn more about what we do and our commitment to inclusion.
The benefits of joining ICF:
Our people at ICF are our most important asset so we invest in them from the moment they arrive. When you join our team youll have access to a vast array of benefits to help you live your life well.
We offer a hybrid working policy which will provide you with the flexibility to collaborate in the office as well as in the comfort of your own home ensuring you are able to successfully deliver the requirements of your role.
To support you our employee wellbeing hub is designed to provide highly personalised support across a comprehensive range of wellbeing issues such as mind body finances community career programs and HR support.
We enjoy celebrating success which is why we have a competitive recognition program called You Matter which awards points as a thank you for your work achievements. These can be spent on a large variety of highquality items as well as online or highstreet vouchers all with zero tax payable by the employee.
ICF also offers a range of competitive benefits which include:
- Single Private Medical Insurance cover with no restrictions on existing conditions.
- Dental insurance and an online GP service.
- 25 days annual leave plus UK bank holidays (annual leave increases with years of service).
- Pension scheme with 5 of salary employer contribution
- Life assurance paying 4x annual salary and Group Income Protection paying 66 of salary for up to 5 years if you are off work on longterm sick.
- Enhanced parental leave policies enhanced maternity paternity adoption and shared parental pay.
At ICF we are committed to ensuring a fair and equitable interview process for all candidates based on their own skills and knowledge. As part of this commitment the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether inperson or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.
However we understand that some candidates may require accommodations that involve the use of AI. If such an accommodation is needed candidates are instructed to contact us in advance at. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
