IT Support Specialist

Profile Summary:

Technical IT Support Specialist is responsible for delivering efficient, timely, and high-quality technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and system-related issues. The role ensures the smooth operation of IT services, minimizes downtime, and supports business productivity by maintaining IT infrastructure, assisting users with technical problems, and adhering to established IT service management processes.

Role & responsibilities

• Provide technical support to end users by diagnosing and resolving hardware, software, application, and connectivity issues.
• Respond to incidents and service requests promptly while meeting defined SLAs.
• Install, configure, and maintain desktops, laptops, printers, peripherals, and standard software.
• Troubleshoot basic network, VPN, email, and system access issues.
• Manage user accounts and access in accordance with security and compliance policies.
• Accurately document incidents, resolutions, and procedures in the IT support system.
• Escalate complex issues to appropriate technical teams or vendors when required.

Skills & Requirements:

• Proven experience providing technical support for desktops, laptops, and peripherals
• Strong working knowledge of Windows 10/11 and basic macOS troubleshooting
• Hands-on experience with Active Directory (user account management, password resets, security groups)
• Solid understanding of network fundamentals (DNS, DHCP, TCP/IP, VPN)
• Experience supporting Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Ability to install, configure, and troubleshoot software applications
• Familiarity with IT ticketing systems (ServiceNow, Jira, Freshservice, Zendesk, or similar)
• Experience using remote support tools (RDP, TeamViewer, AnyDesk, Intune)
• Basic awareness of IT security best practices and endpoint protection