Information Technology Specialist

Job Summary :

The IT Desktop Support Specialist is responsible for providing technical support and assistance to end-users regarding hardware, software, and network-related issues. This role involves troubleshooting desktop environments, installing and maintaining software / hardware, and ensuring a high level of customer satisfaction in a fast-paced IT environment.

Key Responsibilities :

Provide first and second-level technical support for desktops, laptops, printers, mobile devices, and other IT equipment.

Respond to help desk tickets, phone calls, emails, and in-person requests in a timely and professional manner.

Install, configure, and maintain operating systems, software applications, and security tools.

Troubleshoot and resolve issues related to hardware, software, network connectivity, and user accounts.

Support remote users using remote desktop tools (e.g., TeamViewer, RDP, VPN, etc.).

Maintain inventory of hardware, software, and IT supplies.

Set up and deploy new workstations and equipment for new hires or department changes.

Ensure proper documentation of issues, solutions, and procedures in the help desk system.

Collaborate with other IT team members and escalate complex issues as necessary.

Follow company policies and procedures, including IT security and data privacy standards.

Participate in IT projects such as system upgrades, migrations, and rollouts.

Required Qualifications :

2+ years of experience in desktop support, IT help desk, or technical support roles.

Strong knowledge of Windows and macOS operating systems.

Familiarity with Microsoft Office 365, Active Directory, and basic networking (TCP / IP, DNS, DHCP).

Experience with ticketing systems (e.g., ServiceNow, Zendesk, JIRA).

Excellent problem-solving, communication, and customer service skills.

Ability to work independently and as part of a team.

Strong attention to detail and organizational skills.

Preferred Qualifications (Optional) :

IT certifications such as CompTIA A+, Network+, Microsoft Certified : Modern Desktop Administrator Associate.

Experience supporting virtual environments (e.g., Citrix, VMware).

Basic scripting knowledge (PowerShell, Batch).