IT Support Specialist

About the role

The IT Support Specialist provides first‑line technical assistance to employees, diagnosing and resolving hardware, software, and network issues. The role ensures smooth IT operations, minimizes downtime, and supports users in using technology effectively while handling basic administrative tasks.

Key responsibilities

• Manage and update IT support tickets, tracking issues to timely resolution.
• Provide Level 1‑2 technical support for hardware, software, and connectivity problems.
• Maintain accurate IT inventory, tracking laptops, peripherals, and software licenses.
• Generate simple reports on ticket status, inventory levels, and common issues.
• Support shipping, receiving, setup, and basic configuration of IT equipment.
• Assist with onboarding and off‑boarding tasks, including account creation and equipment distribution.
• Follow documented procedures to troubleshoot and resolve common technical problems.
• Escalate complex issues to senior IT staff when necessary.
• Maintain documentation for common fixes and internal IT processes.
• Perform routine tasks such as system updates, password resets, and account support.
• Communicate clearly and courteously with end users while resolving issues.

Required profile

• Strong customer service orientation in a fast‑paced environment.
• Excellent communication and teamwork skills.
• Flexibility, initiative, and attention to detail.
• Problem‑solving ability and honest, open communication.

Required skills

• Hardware troubleshooting.
• Software troubleshooting.
• Network connectivity troubleshooting.
• Ticketing system usage.
• IT inventory management.
• Basic device configuration.
• System updates and patch management.
• Password reset and account setup.