IT Support Specialist

About the role

The IT Support Specialist is responsible for delivering exceptional end-user support and ensuring the stable operation of IT services across the organization. This role serves as the primary point of contact for technical incidents, service requests, and workplace technology support. The successful candidate will troubleshoot hardware, software, operating system, network, and application issues while supporting End User Computing (EUC), Microsoft 365 services, mobile devices, collaboration platforms, and local IT infrastructure.

Responsibilities

• Provide Level 1 and Level 2 technical support for desktops, laptops, printers, scanners, mobile devices, conferencing systems, and other IT peripherals.
• Diagnose and resolve hardware, software, operating system, and application-related incidents.
• Install, configure, and maintain Windows 10 and Windows 11 operating systems.
• Troubleshoot Microsoft Office applications and other standard enterprise software.
• Support Microsoft 365 technologies including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Provide assistance for collaboration platforms, video conferencing solutions, and meeting room technologies.
• Deliver exceptional customer service while ensuring a positive end-user experience.
• Escalate complex incidents to appropriate support teams and follow through to resolution.
• Manage incidents and service requests in accordance with ITIL-based service management processes.
• Ensure timely resolution of tickets while meeting established Service Level Agreements (SLAs).
• Perform root cause analysis for recurring technical issues and recommend corrective actions.
• Maintain accurate ticket documentation, status updates, and resolution details.
• Participate in problem management activities to improve service quality and reduce recurring issues.
• Deploy, configure, maintain, and troubleshoot desktops, laptops, tablets, and mobile devices.
• Perform device imaging, operating system deployments, software installations, upgrades, and patch management activities.
• Support endpoint management solutions including Microsoft Intune, SCCM/MECM, and remote support tools.
• Manage user account provisioning and device assignments.
• Ensure endpoint security and compliance standards are maintained.
• Track hardware assets and maintain accurate inventory records and asset lifecycle documentation.
• Provide hands‑on support for server, network, security, and infrastructure teams.
• Assist with troubleshooting network connectivity issues including LAN, WAN, Wi‑Fi, VPN, DNS, and DHCP‑related problems.
• Support local infrastructure activities including rack installations, cabling, hardware replacements, and equipment moves.
• Assist with datacenter and communication room operations where required.
• Coordinate with third‑party vendors and service providers to resolve hardware and software incidents.
• Support technology refresh, workplace modernization, and infrastructure upgrade initiatives.
• Create and maintain technical documentation, knowledge articles, support procedures, and operational runbooks.
• Document troubleshooting guides and standard operating procedures.
• Contribute to continuous service improvement initiatives and process optimization efforts.
• Participate in operational reviews and provide recommendations to improve end‑user support services.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline preferred.
• 3‑7 years of experience in IT Support, Desktop Support, Service Desk, EUC Support, or Workplace Technology roles.
• Experience supporting enterprise Microsoft environments.
• Familiarity with IT asset management and inventory control processes.
• Experience working within an ITIL‑driven support