Job SummaryThis role is responsible for delivering prompt, efficient, and customer-oriented support by diagnosing, troubleshooting, and resolving hardware, software, and network-related issues. The specialist will play a key role in maintaining operational efficiency by supporting daily IT operations, ensuring adherence to service level agreements (SLAs), and contributing to IT-related projects and improvements.Key ResponsibilitiesServe as the first point of contact for end-users via phone, email, or ticketing system, providing timely and effective support.Troubleshoot and resolve technical issues related to Windows and Mac operating systems, Microsoft Office, printers, network connectivity, and proprietary/internal applications.Escalate unresolved incidents to appropriate higher-level or specialized IT support teams.Install, configure, and maintain desktop and laptop computers, along with associated peripherals and mobile devices.Manage user accounts and permissions through systems such as Active Directory, Microsoft 365, and other IT platforms.Ensure endpoint protection through antivirus software installation and regular updates.Maintain accurate documentation of technical issues, troubleshooting steps, and resolutions in the helpdesk knowledge base.Support IT onboarding and offboarding processes, including device setup and access provisioning.Monitor and respond to IT support tickets in a timely manner to meet established SLAs.Participate in IT initiatives, system upgrades, and routine maintenance activities.Required Qualifications2-5 years in IT support or a similar technical role.Skills And CompetenciesCertifications: CompTIA A+, or other relevant technical certifications, is a plus.Strong knowledge of IT infrastructure, desktop environments, local network administration, and troubleshooting.Familiarity with hardware, software, and network systems management.Understanding of security practices related to IT systems and data protection.Experience with system administration and troubleshooting various operating systems (Windows, macOS, Linux).Hands-on experience in managing and troubleshooting IT systems, networks, and devices.Experience supporting desktop environments, network administration, and IT troubleshooting for internal users.Proven experience with IT projects, system upgrades, and migrations.Strong problem-solving skills, with a focus on resolving technical issues efficiently.Previous experience with IT performance tracking and reporting.Education and Certifications Bachelor’s degree in information technology, Computer Science, or a related field.