IT Support Specialist (Level I) – Entry Level

About the role

The IT Support Specialist (Level I) provides first‑line technical assistance to end users, handling issues on Windows workstations, Office 365, networking and Microsoft Intune. Reporting to the Service Desk Manager, the role combines onsite and remote support in a fast‑paced environment.

Key responsibilities

• Respond to help‑desk tickets submitted via phone, email or ticketing system.
• Provide onsite and remote support for laptops, desktops, printers and VPN users.
• Configure, enroll and troubleshoot mobile devices (iOS and Android) using Microsoft Intune.
• Perform hands‑on fixes, install and upgrade software, and test solutions to confirm issue resolution.
• Participate in an on‑call rotation and react promptly to service outages.
• Document all incidents, resolutions and steps in the Dynamics Customer Service ticketing system.
• Deliver training on supported hardware and software as needed.

Required profile

• Degree in an IT‑related field or equivalent experience.
• Relevant certifications (e.g., Microsoft MD‑102, MS‑102, CompTIA A+, Network+, Security+).
• Previous experience in desktop support or help‑desk environments is preferred.
• Strong written and verbal communication skills in English.
• Ability to work independently within a team structure and adapt to changing environments.

Required skills

• Windows 11 Enterprise desktop support.
• Microsoft Office 365 suite (Exchange Online, Teams, OneDrive for Business, SharePoint).
• Microsoft Intune for mobile device management (iOS, Android).
• Lenovo hardware troubleshooting.
• Firewall, switching and basic networking knowledge.
• Dynamics Customer Service ticketing system.
• Remote Management & Monitoring tools.
• Entra ID (Azure AD) administration.