Technical Support Specialist

Overview

Role Responsibilities

• Deliver first- and second-line technical support for desktops, laptops, mobile devices, and enterprise applications
• Diagnose and resolve hardware, software, network, and connectivity issues in a timely manner
• Manage and prioritize tickets, incidents, and service requests using ITSM tools, ensuring SLA adherence
• Install, configure, and maintain operating systems, applications, and user accounts (e.g., Active Directory, Office 365)
• Support onboarding/offboarding processes, including device provisioning and access management
• Collaborate with infrastructure, security, and application teams to escalate and resolve complex issues
• Monitor system performance and proactively identify potential issues or improvements
• Maintain accurate documentation of issues, resolutions, and standard operating procedures
• Provide user training and guidance to improve technology adoption and minimize recurring issues

Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent hands-on experience)
• Proven experience in IT support or service desk roles within enterprise environments
• Strong knowledge of Windows OS, Microsoft 365, Active Directory, and common business applications
• Familiarity with networking fundamentals (TCP/IP, VPNs, Wi-Fi troubleshooting)
• Experience with IT service management tools (e.g., ServiceNow, Jira, or similar)
• Solid understanding of endpoint management, device configuration, and security best practices
• Excellent problem-solving and analytical skills with a structured troubleshooting approach
• Strong interpersonal and communication skills with a customer-first mindset
• Ability to manage multiple priorities in a fast-paced, high-demand environment
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft certifications) are advantageous