Job Description

IT Support
Job Title: IT Support Specialist / Help Desk Technician
Department: Information Technology (IT)
Reports To: IT Manager / Network Administrator
Job Overview:
The IT Support Specialist provides first-line technical support to end-users, resolving hardware, software, and network issues to ensure minimal disruption to business operations. This role involves troubleshooting, maintenance, and user education.
Key Responsibilities:

• Serve as the first point of contact for employees seeking technical assistance, via phone, email, or in-person.
• Perform remote and on-site troubleshooting to diagnose and resolve issues related to computers, printers, mobile devices, software, and network connectivity.
• Install, configure, and update computer hardware, operating systems, and approved application software.
• Set up new user accounts, workstations, and email profiles; manage password resets and access permissions.
• Escalate complex technical issues to senior IT staff or external vendors when necessary, following established procedures.
• Maintain an inventory of all IT equipment, software, and licenses.
• Document all support requests, actions taken, and resolutions in the IT help desk ticketing system.
• Train end-users on basic software, hardware, and security procedures (e.g., phishing awareness).
• Perform routine maintenance and system checks to ensure IT infrastructure runs smoothly.

Qualifications & Skills:

• Associate or Bachelor's degree in Information Technology, Computer Science, or relevant field; or equivalent combination of certification (e.g., CompTIA A+) and experience.
• Proven experience in an IT support or help desk role.
• Working knowledge of common operating systems (Windows, macOS), Microsoft Office 365, and basic network concepts (TCP/IP, DNS, VPN).
• Excellent problem-solving and communication skills, with the ability to explain technical concepts to non-technical users.
• Strong customer-service orientation and patience.
• Ability to prioritize tasks and manage a ticket queue efficiently.
• Basic knowledge of Active Directory and user administration is a plus.

Skills Required