IT Support Specialist

Job Description

The IT Support Specialist provides technical assistance to employees and helps maintain reliable IT operations within the organization. The role involves troubleshooting hardware, software, network, system-access, and user-related technical problems. The specialist responds to support requests through service-desk channels and ensures issues are resolved within agreed service levels. Strong troubleshooting, communication, documentation, and customer-service skills are essential for this position.

Key Responsibilities:

Provide first-level technical support to employees for hardware and software issues.
Troubleshoot desktops, laptops, printers, peripherals, applications, and connectivity problems.
Diagnose and resolve user login, password, account, and access-related issues.
Receive, record, prioritize, and manage incidents through the IT service desk.
Escalate complex technical problems to appropriate IT teams when required.
Install, configure, and maintain approved software and IT equipment.
Support employee onboarding by preparing computers, accounts, applications, and access.
Maintain accurate documentation of incidents, resolutions, and technical procedures.
Monitor recurring technical issues and suggest solutions to reduce repeated incidents.
Follow IT security policies and protect company systems and user information.