IT Support Specialist

Job Description

The IT Support Specialist provides technical assistance to employees and users across hardware, software, network, and enterprise IT environments. The role handles service requests, troubleshooting, incident resolution, and user support through appropriate IT service channels. The specialist helps maintain reliable workplace technology and ensures issues are resolved within agreed service levels. The position also contributes to documentation, asset management, and continuous improvement of IT support processes.

Key Responsibilities:

Provide first- and second-level technical support to users.
Troubleshoot hardware, software, operating system, and connectivity issues.
Install, configure, and maintain computers, peripherals, and approved applications.
Manage user accounts, access requests, passwords, and permissions.
Log, categorize, prioritize, and resolve IT service tickets.
Escalate complex technical incidents to appropriate specialist teams.
Support network, VPN, Wi-Fi, collaboration, and workplace technology issues.
Maintain IT asset records and support hardware lifecycle activities.
Prepare and maintain technical support documentation and knowledge-base articles.
Follow IT security, service management, and organizational support procedures.