Acts as the primary point of contact for end users, diagnosing and resolving hardware and software issues on-site, remotely, or via phone
Installs, configures, and maintains IT equipment (laptops, desktops, smartphones, printers)
Supports onboarding and offboarding, including device handling, account creation and access, and maintaining technical procedures and user guides
Manages IT inventory and assets, including identification, tracking, and lifecycle management
Ensures smooth operation of audiovisual and meeting room systems, including setup, configuration, and troubleshooting
Maintains local server and storage environments (including NAS), supports virtualization, and monitors backup and recovery systems
Assists with network operations, including switches and wireless access points, and troubleshooting connectivity with network specialists
Manages lifecycle of physical IT equipment, replacing defective or outdated components
Handles incidents end-to-end: ticket categorization and prioritization, troubleshooting and root cause analysis, escalation, documentation, and follow-up

Formal education in Information Technology
Understanding of network architectures (IP addressing, VLANs, Wi-Fi, switching)
Understanding of server infrastructure (Linux, Windows, virtualization, hardware)
Advanced knowledge of Windows environments
Knowledge of Microsoft 365 (Teams, SharePoint, Outlook, OneDrive)
Experience in IT support environments
Knowledge of SCCM, Active Directory, and Group Policy Objects (GPO)

IT Service Support Specialist

Key skills