IT Support Specialist

The IT Support Specialist takes charge of coordinating, diagnosing, and troubleshooting incoming employee issues. Offering support services, they assist employees facing technical challenges and information technology issues encompassing desktop, laptop, or network services. Ensuring prompt resolution or escalation, when necessary, they advocate for the customer by directing matters to the appropriate technical personnel. Additionally, they keep management and end-users informed with case status updates and contribute to the development, documentation, and implementation of standard operating procedures and customer service guidelines relevant to IT support.
Responsibilities:

• Provides first tier IT support to employees and business resolving problems and tickets as a member of the Help Desk Team.


• Responds to escalated employee issues and incidents in a proactive, timely fashion.


• Completes basic tasks and projects supporting IT operations in delivering systems and features that provide significant value.


• Identifies quality and reliability issues in systems they maintain.


• Assists new hires with set-up, tools, and best practices.


• Seeks input from teammates and outside experts on systems and feature design.


• Executes on key deliverables for the business that require off-hour support or tasks.


• Assembles workstations including mechanical standing desks.


• Unboxes and organises inventory items.


• Receives and organises inventory while maintaining inventory tracking system.


• Installs IT equipment inclusive of TVs.


• Maintains a clean & safe work environment.
  
  Knowledge of Intune and JAMF administration.


• Knowledge of Azure Active Directory.


• Experience with Microsoft Windows operating systems, Microsoft Office Products, and MAC.


• Knowledge of Office 365 Exchange/Admin center


• Basic knowledge of networks, firewalls/security, and operating systems.


• Self-motivated and self-organised.


• Ability to troubleshoot first tier computer hardware and software issues.


• Excellent attention to detail and strong documentation skills.


• Outstanding verbal and written communication skills.


• Strong organizational and interpersonal skills.


• Strong problem-solving abilities.


• Collaborates well with other teams.


Education & Experience:

• Degree in information technology or certifications in CompTIA A+, Udemy IT Help Desk Professional, Microsoft IT Support, Apple Support.


• 3+ years of relevant experience