IT Support Specialist

Key Responsibilities:

Technical Support

• Provide first-level and second-level support for desktops, laptops, mobile devices, printers, and peripheral equipment.
• Respond to and resolve IT support requests through ticketing systems, email, phone, and in-person assistance.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Install, configure, and maintain operating systems, applications, and security updates.

User Administration

• Create, modify, and deactivate user accounts following company policies.
• Manage user access permissions across various systems and applications.
• Support password resets and account recovery requests.

Infrastructure Support

• Monitor and maintain local area networks (LAN), Wi-Fi connectivity, and internet services.
• Assist with server, storage, backup, and cloud-based service administration.
• Coordinate with vendors and third-party service providers for issue resolution.

Asset Management

• Track and maintain inventory of IT equipment and software licenses.
• Prepare and deploy IT equipment for new hires and replacements.
• Ensure proper disposal and replacement of obsolete equipment.

Documentation and Compliance

• Document incidents, resolutions, and standard operating procedures.
• Maintain accurate records of hardware, software, and user configurations.
• Ensure compliance with company IT policies, cybersecurity standards, and data protection requirements.

Continuous Improvement

• Identify recurring issues and recommend process improvements.
• Participate in IT projects, system upgrades, and technology implementations.
• Provide basic user training on IT tools, systems, and security best practices.

Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
• Relevant technical certifications are an advantage (CompTIA A+, Network+, Microsoft, ITIL, Cisco, etc.).

Experience

• 4-5 years of experience in IT support, help desk, or technical support roles.
• Experience supporting Windows, Microsoft 365, and enterprise applications.
• Familiarity with Active Directory, networking concepts, and endpoint management tools.

Technical Skills

• Microsoft Windows and Microsoft 365 Administration.
• Active Directory and Azure Active Directory.
• Hardware and software troubleshooting.
• Basic networking (TCP/IP, DNS, DHCP, VPN).
• Endpoint security and antivirus management.
• Help Desk and ticket management systems.

Soft Skills

• Strong problem-solving and analytical abilities.
• Excellent communication and customer service skills.
• Ability to prioritize multiple tasks and work under pressure.
• Strong attention to detail and organizational skills.
• Team-oriented with a proactive approach to issue resolution.