IT SPECIALIST

Job Title: IT Specialist

Job Type: (Remote)

Job Summary

The IT Specialist — Technical Support / Help Desk is responsible for providing technical assistance and support to employees and users experiencing hardware, software, network, account, and system-related issues. This position serves as a primary point of contact for IT support, troubleshoots technical problems, manages service requests, and ensures timely resolution of incidents while maintaining a high level of customer service.

Key Responsibilities

• Provide first- and second-level technical support to employees and end users.

• Respond to IT support requests through phone, email, chat, ticketing systems, and in-person assistance.

• Diagnose and troubleshoot hardware, software, operating system, network, and connectivity issues.

• Install, configure, maintain, and troubleshoot desktop computers, laptops, monitors, printers, mobile devices, and other IT equipment.

• Support Windows, macOS, Microsoft 365, and other business applications as required.

• Create, manage, and maintain user accounts, passwords, permissions, and access rights in accordance with company policies.

• Troubleshoot network connectivity, Wi-Fi, VPN, email, printing, and remote-access issues.

• Install and configure software, applications, drivers, and security updates.

• Monitor and manage IT support tickets and ensure incidents are resolved within established service-level agreements (SLAs).

• Escalate complex technical issues to appropriate infrastructure, application, security, or vendor teams.

• Document troubleshooting steps, resolutions, system changes, and user support activities.

• Maintain accurate IT asset and equipment records.

• Assist with onboarding and offboarding employees, including equipment setup, account provisioning, and access management.

• Provide technical support for meeting rooms, video conferencing, collaboration tools, and other workplace technology.

• Assist with computer imaging, deployment, configuration, and replacement activities.

• Support antivirus, endpoint security, patch management, and other basic security controls.

• Monitor recurring technical issues and identify opportunities for permanent solutions.

• Develop and maintain technical support documentation, knowledge-base articles, and user guides.

• Provide basic user training and guidance on IT systems, applications, and security best practices.

• Assist with IT projects, system upgrades, hardware refreshes, software deployments, and technology implementations.

• Maintain confidentiality and security of company systems, user information, and data.

• Follow IT policies, procedures, security standards, and service management practices.

Qualifications

• Associate or bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.

• 1–3 years of experience in technical support, help desk, desktop support, or IT service management.

• Strong troubleshooting and problem-solving skills.

• Experience supporting Windows operating systems and Microsoft 365 applications.

• Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and network troubleshooting.

• Experience with IT ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms.

• Knowledge of hardware, software, printers, peripherals, and mobile devices.

• Strong customer service and communication skills.

• Ability to prioritize multiple support requests and work effectively under time constraints.

• Ability to explain technical issues clearly to users with different levels of technical knowledge.

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification.

• Microsoft certifications such as Microsoft 365 Fundamentals or related certifications.

• ITIL Foundation certification.

• Experience with Active Directory, Entra ID/Azure AD, Group Policy, and user account administration.

• Experience with endpoint management tools such as Microsoft Intune, SCCM/MECM, or similar platforms.

• Experience with remote support and remote desktop technologies.

• Basic knowledge of cybersecurity and endpoint security practices.

• Experience supporting cloud-based applications and services.

• Experience with PowerShell or basic scripting is a plus.

Key Skills

• Technical Support

• Help Desk Support

• Desktop Support

• Hardware & Software Troubleshooting

• Windows / macOS

• Microsoft 365

• Active Directory / Entra ID

• Network Troubleshooting

• VPN / Wi-Fi Support

• Printer & Peripheral Support

• User Account Administration

• IT Ticket Management

• Incident Management

• Service Request Management

• Remote Technical Support

• Endpoint Support

• IT Asset Management

• Cybersecurity Awareness

• System Documentation

• Customer Service

Core Competencies

• Technical Troubleshooting: Ability to diagnose and resolve hardware, software, network, and application problems efficiently.

• Customer Service: Ability to provide professional, patient, and user-focused technical assistance.

• Problem Solving: Ability to identify root causes and implement effective solutions.

• Communication: Ability to explain technical concepts clearly to both technical and non-technical users.

• Time Management: Ability to prioritize incidents and service requests based on urgency and business impact.

• Attention to Detail: Ability to accurately document incidents, resolutions, configurations, and IT assets.

• Security Awareness: Ability to follow IT security policies and protect company systems and information.

• Teamwork: Ability to collaborate with infrastructure, security, applications, vendors, and other IT teams to resolve complex issues.