Information Technology Specialist

Job Summary:

The IT Desktop Support Technician is responsible for providing technical assistance and support to end-users for hardware, software, and network-related issues. This role ensures smooth IT operations by troubleshooting and resolving desktop, laptop, printer, and system-related problems, both remotely and on-site.

🔧 Key Responsibilities:

User Support:
Respond to user inquiries and provide technical assistance via phone, email, or in-person.
Troubleshoot hardware and software issues on desktops, laptops, and mobile devices.
Install, configure, and maintain operating systems and standard software applications (e.g., Windows, Microsoft Office, VPNs).

Hardware & Peripheral Maintenance:
Set up and deploy new computers, monitors, printers, and other IT peripherals.
Diagnose and repair hardware issues or coordinate with vendors for repairs and warranty claims.

Account & Access Management:
Create, modify, and deactivate user accounts in Active Directory and email systems.
Assist with password resets, permissions, and group policy applications.

Network Support:
Assist users with connectivity issues related to LAN, Wi-Fi, VPN, and printers.
Work with the network team to troubleshoot basic networking problems.

Asset Management:
Maintain inventory of hardware, software licenses, and IT supplies.
Track issued equipment and ensure accurate documentation.

Security & Compliance:
Ensure systems are patched and antivirus definitions are up to date.
Support compliance with IT policies, data protection, and cybersecurity protocols.

Documentation & Reporting:
Document support requests and resolutions in the ticketing system (e.g., ServiceNow, Jira, Zendesk).
Prepare reports on recurring issues and provide input for continuous improvement.

🛠️ Requirements:

Education: Diploma or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).

Certifications (Preferred):
CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), ITIL, or similar.

Experience:
1–3 years of experience in IT support or desktop support role.
Hands-on experience with Windows/macOS environments, Office 365, and hardware troubleshooting.

Skills:
Excellent problem-solving and communication skills.
Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop).
Ability to work independently and prioritize tasks effectively.

✅ Nice to Have:

Knowledge of Active Directory, Group Policy, and SCCM or Intune.
Experience supporting remote or hybrid work environments.
Basic scripting (PowerShell) or automation knowledge.