Job Description

The IT Support Specialist is responsible for providing frontline technical support to end users and ensuring the smooth operation of IT systems, devices, and support services. The role includes troubleshooting hardware and software issues, managing user accounts and access, supporting network connectivity, and maintaining accurate IT asset records. The position also supports endpoint compliance, user onboarding, and documentation to ensure efficient and secure IT operations for both on-site and remote users.

Key Responsibilities

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, and standard business applications.
• Troubleshoot and resolve issues related to Windows, macOS, Microsoft 365, email, printing, VPN, Wi-Fi, LAN, and basic network connectivity.
• Log, track, update, and close incidents and service requests through the organization’s approved helpdesk or ticketing system.
• Escalate unresolved or high-impact technical issues to higher-level support teams or relevant vendors as required.
• Set up and configure new user accounts, laptops, desktops, mobile devices, and required software applications.
• Manage user access, password resets, and account administration through Active Directory and/or Microsoft Entra ID.
• Install, update, and maintain operating systems, standard applications, drivers, antivirus tools, and security patches.
• Support onboarding and offboarding activities by preparing devices, assigning access, recovering assets, and updating records.
• Maintain an accurate inventory of IT hardware and software assets, including asset tagging, user assignment, transfer, upgrade, storage, and decommissioning.
• Track the lifecycle of IT assets from procurement to disposal and ensure records remain updated and audit ready.
• Coordinate with procurement and finance teams for asset purchases, warranty follow-up, replacement planning, and approved disposal.
• Conduct periodic physical verification and audits of IT assets to ensure alignment between inventory records and actual assets.
• Provide support for remote access, mobile device configuration, and user connectivity needs for remote or hybrid work arrangements.
• Ensure endpoints comply with organizational IT policies relating to antivirus, encryption, software updates, and approved configurations.
• Identify, report, and escalate suspected security incidents, policy violations, or unusual endpoint activity to the appropriate IT or security teams.
• Create and maintain IT support documentation, user guides, setup procedures, troubleshooting notes, and asset management records.
• Contribute to the internal knowledge base and assist in improving standard support procedures and user self-service information.
• Provide responsive, professional, and service-oriented support to end users while maintaining strong communication throughout issue resolution.
• Support routine maintenance activities, technology refresh initiatives, and small IT improvement projects as assigned.

Required Qualifications

• Bachelor’s degree or diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 4 years of experience in IT support, desktop support, helpdesk support, or end-user support environments.
• Experience supporting Windows operating systems, Microsoft 365, email systems, printers, and end-user devices.
• Experience with Active Directory and/or Microsoft Entra ID for user account and access management.
• Experience using helpdesk or ticketing systems such as ServiceNow, Jira, Zendesk, or similar tools.
• Experience maintaining IT asset inventory and supporting asset lifecycle processes.

Required Skills

• Strong knowledge of Windows OS, Microsoft 365, desktop and laptop troubleshooting, and standard end-user support practices.
• Good understanding of basic networking concepts including Wi-Fi, LAN, VPN, IP connectivity, and printer networking.
• Familiarity with remote desktop tools and remote user support.
• Ability to install, configure, and support hardware, software, and peripheral devices.
• Good understanding of endpoint security controls such as antivirus, patching, encryption, and access compliance.
• Strong documentation, recordkeeping, and organizational skills.
• Strong communication, customer service, and problem-solving skills.
• Ability to prioritize workload, manage multiple support requests, and work effectively under pressure.

Preferred Certifications

• CompTIA A+
• ITIL Foundation
• Microsoft Certified: Modern Desktop Administrator Associate
• Any relevant Microsoft, endpoint support, or helpdesk certification

Key Competencies

• Technical troubleshooting
• User support and service orientation
• IT asset management
• Account administration
• Documentation and reporting
• Attention to detail
• Time management
• Problem solving
• Communication skills
• Team collaboration

Systems and Tools

• Windows OS
• macOS
• Microsoft 365
• Active Directory
• Microsoft Entra ID
• ServiceNow
• Jira
• Zendesk
• Remote desktop tools
• IT asset inventory tools

Work Environment

This role involves supporting both on-site and remote users and may require handling user requests in person, by phone, by email, or through a ticketing system. The role may also require coordination with infrastructure, security, procurement, and external vendors to ensure timely issue resolution and proper asset control.