Desktop Support Specialist

Position Summary

The Onsite IT Support Technician provides hands-on technical support to end users and supports the IT Link Walk-In Center. This position is responsible for resolving hardware, software, mobile device, network connectivity, and peripheral-related issues while delivering a professional and customer-focused support experience.

Key Responsibilities

• Provide onsite and walk-in technical support for end-user hardware, software, and connectivity issues.
• Create, update, manage, and resolve incidents and service requests in ServiceNow.
• Troubleshoot Microsoft Windows and Apple operating systems.
• Provide how-to assistance for company-issued IT devices and software.
• Support standard and non-standard hardware, including desktops, laptops, monitors, label printers, and other peripherals.
• Perform basic desktop and laptop hardware repairs and upgrades, including:
  • RAM upgrades
  • Keyboard replacements
  • SSD and hard-drive replacements
• Troubleshoot standard and non-standard software issues.
• Support Microsoft Office 365 applications.
• Install and deploy approved software.
• Provide Smart Hands support for technical teams, including:
  • Multifunction, standalone, and network printers and scanners
  • Toner and consumable replacements
  • Servers and storage equipment
• Support smartphones and portable devices, including SIM card handling and device provisioning.
• Provide meeting-room support for audio and video conferencing equipment.
• Assist with network cabling, port patching, Wi-Fi connectivity, and the replacement of routers, hubs, and switches.
• Support LAN closets, Main Distribution Frames (MDFs), and Intermediate Distribution Frames (IDFs).
• Maintain IT documentation, including asset records, knowledge articles, and site operations manuals.
• Manage onsite IT inventory and track incoming and outgoing equipment.

Required Qualifications

• 2–3 years of relevant onsite IT support experience within the local country.
• Strong verbal and written communication skills in English and the applicable local language.
• Strong interpersonal, customer-service, and problem-solving skills.
• Working knowledge of ServiceNow or a comparable IT service-management platform.
• Experience supporting Windows, macOS, Microsoft Office 365, mobile devices, printers, peripherals, and basic network infrastructure.
• Ability to perform basic hardware repairs, installations, and equipment replacements.
• Ability to work onsite and provide professional support in both scheduled and walk-in environments.