Global IT Support Specialist

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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