Job OverviewThe 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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CompensationEstimated Pay Range: $38 to $41 per hour + Benefits
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
