IT Support Specialist

About the role The IT Support Specialist provides first‑line technical assistance to internal users, ensuring swift resolution of hardware, software, and networking issues. This on‑site position maintains system reliability and supports daily operations across the organization.

Key responsibilities

• Respond to and resolve help‑desk tickets in accordance with service level agreements.

• Diagnose and troubleshoot Windows OS, application, and peripheral problems.

• Manage user accounts, group policies, and permissions in Active Directory.

• Configure, monitor, and maintain LAN/WAN and Wi‑Fi network components.

• Provide remote desktop support and onsite assistance as needed.

• Document solutions, create knowledge‑base articles, and communicate status updates to end users.

• Collaborate with senior IT staff on system upgrades, patches, and security initiatives.

Required qualifications

• 1–20 years of experience in IT support or a related technical role.

• Strong troubleshooting skills for Windows operating systems and common business applications.

• Proficiency with Active Directory, network configuration, and DNS/DHCP.

• Experience using ticketing systems (e.g., ServiceNow, JIRA) and remote desktop tools.

• Excellent customer service and communication abilities.

• Ability to work independently and prioritize multiple requests in a fast‑paced environment.

Nice to have

• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.

• Familiarity with virtualization platforms (VMware, Hyper‑V).

• Exposure to basic scripting (PowerShell, batch files) for automation.

• Understanding of ITIL or other IT service management frameworks.