IT Support Specialist

Job Description

The IT Support Specialist provides technical assistance to employees and users experiencing hardware, software, network, and application-related issues. The role involves diagnosing problems, resolving incidents, and ensuring users have reliable access to IT services. The specialist maintains support documentation and escalates complex issues to appropriate technical teams. Strong communication, troubleshooting, and customer-service skills are important for this position.

Key Responsibilities:

Provide first- and second-line technical support to users.
Diagnose and resolve hardware, software, network, and application issues.
Install, configure, and maintain computers and approved software.
Manage and respond to IT service requests and incidents.
Maintain accurate records of incidents, resolutions, and service activities.
Support user accounts, permissions, and access-related requests.
Assist with workstation, printer, network, and peripheral troubleshooting.
Escalate complex technical issues to specialist teams when required.
Prepare and maintain IT support documentation and knowledge-base articles.
Follow IT security, service-management, and organizational support procedures.