Job Description

The IT Support Specialist serves as the primary point of contact for day-to-day technical issues. This role combines hands-on problem-solving with the ability to triage and escalate complex issues appropriately. The successful candidate will balance independent troubleshooting with clear communication, ensuring rapid service restoration and user satisfaction.
Key Responsibilities
First-Level Support Functions
Handle service desk intake via phone, email, chat, and ticketing portal; log, categorize, prioritize, and resolve common issues within defined SLAs
Manage email and account issues: password resets, multi-factor authentication setup, mailbox configuration, distribution list changes, and email client troubleshooting
Resolve connectivity problems: Wi-Fi/LAN access issues, VPN client support, printer and peripheral connectivity, and basic network diagnostics
Troubleshoot hardware and software: install approved applications, resolve OS errors, update drivers, diagnose startup issues, and support peripheral setup
Execute on-boarding and off-boarding: provision user accounts, assign group memberships and permissions per standard templates, and deploy standard workstation images
Triage and Escalation Capabilities
Diagnose issues systematically by gathering symptoms, reproducing problems, consulting FAQs and known errors, and isolating scope (user, device, network, or application level)
Document tickets with precision: environment details, troubleshooting steps taken, logs and screenshots, impact assessment, and urgency level
Apply clear escalation criteria for security incidents, outages, data loss, or configurations beyond Level 1 scope; route to specialized resources with complete context
Communicate handoffs clearly to internal teams and vendors; set user expectations on next steps, timelines, and resolution status
Autonomous Maintenance Activities
Perform website and platform maintenance: post content updates, verify links and media functionality, update plugins within policy, and test forms and newsletters
Conduct routine system checks: monitor endpoint patch status, disk space utilization, antivirus alerts, backup completion, and service uptime pings
Execute minor configuration tasks: update group memberships, printer mappings, email signatures, application settings, and user profiles per documented runbooks
Maintain and enhance knowledge base: add how-to guides and known issues for recurring Level 1 topics to reduce future resolution times

Skills Required