IT Specialist

About the Role

The IT Specialist provides responsive technical support to employees and maintains the reliability, security, and effective operation of the Company’s computer systems. This role involves installing, configuring, monitoring, and troubleshooting hardware, software, network, and communication systems, while keeping users informed throughout the resolution process. The position supports employees across SLSCO Ltd. and its divisions, including remote and field-based staff, and collaborates with the parent company IT team, local business application owners, and external vendors to deliver dependable IT services.

Responsibilities

• Provide daily support for computer network users.
• Oversee the daily performance of computer systems.
• Respond to Help Desk calls and emails concerning computer network and communication systems, including after-hours requests for urgent issues.
• Resolve technical issues promptly, prioritize requests according to urgency and business impact, and provide end users with timely status updates through resolution.
• Maintain accurate records of IT issues, including current status, troubleshooting performed, remedial actions taken, and final resolution.
• Maintain current updates and patches across server and desktop environments.
• Troubleshoot and configure company hardware and software, including mobile devices.
• Coordinate the ordering of IT equipment.
• Perform regular maintenance on existing hardware and computer systems, identify equipment needs, and coordinate the timely ordering of approved replacements or additions.
li>Set up and configure equipment for employee use, including computers, printers, and other peripherals.
• Prepare, configure, and install IT equipment for new hires, ensuring it is ready for use by the employee’s start date.
• Train users in the proper use of hardware and software.
• Coordinate repairs of hardware or software with vendors.
• Replace malfunctioning and damaged hardware and ensure secure disposal of old equipment.
• Set up user accounts, email services, and assist with password-related issues.
• Maintain an accurate IT asset inventory and recommend equipment improvements, replacements, and upgrades.
• Assist with planning, testing, communicating, and deploying new applications and operating systems.
• Perform other duties as assigned.

Qualifications

• Associate or bachelor’s degree in information technology or related field, or equivalent hands-on experience.
• 2+ years in an IT support or help desk role.

Skills

• Demonstrated customer-service skills, including clear communication, active listening, patience, and effective follow-through.
• Established understanding of PC hardware configuration, Microsoft Windows desktop and server operating systems, Microsoft 365, and fundamental networking concepts.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.