The IT Service Desk serves as the central contact point for all IT-related incidents and service requests. The IT Support Specialist is responsible for providing technical assistance and support to end-users across the organization, ensuring customer satisfaction, and maintaining a high level of service delivery. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware and software as needed. This role requires a broad understanding of standard office technologies to effectively address the technical needs of employees and support overall business operations. IT Support staff work in a dynamic, fast-paced environment, delivering support via phone, email, in-person, and self-service channels.

Key Responsibilities:

• Technical Support and Troubleshooting:
  • Respond to and resolve IT support requests from users via phone, email, and ticketing system (Salesforce ITSM).
  • Diagnose and troubleshoot hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals.
  • Document and track issues, ensuring timely resolution and excellent customer service.
• Hardware and Software Setup & Support:
  • Set up, configure, and maintain computer systems, software applications, and peripheral devices.
  • Fulfil service requests to install, move, add, or change hardware, software, or access requirements by due dates.
  • Install and update software applications, operating systems, and patches.
  • Assist with onboarding new employees, including setting up equipment and creating user accounts.
• User Account Management:
  • Handle new hire setup, account creation, and termination processes, ensuring seamless access and deprovisioning.
• Network and Connectivity Support:
  • Assist users with network access, VPN connectivity, and remote access issues.
  • Troubleshoot Wi-Fi and Ethernet connectivity issues for both local and remote users.
  • Escalate complex network issues to the appropriate team or external support if needed.
• Documentation and Knowledge Sharing:
  • Maintain detailed records of support requests and resolutions in the ticketing system (ServiceNow).
  • Create and update documentation for common issues and support procedures.
  • Provide basic training to end-users on IT best practices, software, and hardware use.
• IT Asset Management:
  • Track and manage IT assets, including inventory of hardware, software licenses, and peripherals.
  • Assist in the maintenance and replacement of IT equipment as needed.
• Security and Compliance:
  • Follow security protocols and ensure compliance with IT policies, including data protection and confidentiality.
  • Educate users on security best practices, such as password policies and safe internet use.
• Other
  • Support of some client engagements.
  • Other duties as assigned by manager.
    

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Experience:
  • 3-5 Years’ Experience as a Desktop Support Technician
• Technical Skills:
  • Basic knowledge of IT service management frameworks (e.g., ITIL).
  • Understanding of networking, systems, and general IT infrastructure.
  • Experience with troubleshooting and supporting various IT systems and applications.
  • Proficiency in troubleshooting Windows, macOS, and common software applications (e.g., Microsoft Office).
  • Familiarity with IT support ticketing systems and remote support tools.
  • Hands-on experience with standard deployment tools such as Intune and JAMF is highly preferred, as well as Unified Endpoint Management (UEM) systems.
  • Experience with mobile device management (MDM) and basic Active Directory administration is a plus.
  • Basic understanding of Virtualization and Cloud infrastructure (e.g., VMware, Azure, AWS is a plus)
• Soft Skills:
  • Strong customer service and communication skills, with the ability to explain technical concepts clearly.
  • Excellent problem-solving skills and attention to detail.
  • Ability to work independently and as part of a team in a fast-paced environment.
• Certifications:
  • CompTIA A+, CompTIA Network+, or similar IT support certifications (preferred).
  • MCSE: Desktop Infrastructure and CCNA a plus.
  • ITIL Foundation or higher, or other relevant ITSM certifications is a plus.

Working Conditions:

• Reports To: Global IT Manager/Supervisor
• Department: Information Technology
• Employment Type: Full-time, onsite
• Travel: May require occasional travel to regional offices
• Flexibility to work across different time zones
• Ability to lift and move IT equipment as necessary

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