Providing basic end-user support and will be the first point of contact for all IT related queries.
Level 1 & 2 onsite support for all hardware and software related problems including troubleshooting and resolution.
Monitor and process tickets / incidents.
Act as central point of contact as part of end user support.
Install, configure, administrate, and monitor end user devices, such as workstations, laptops, and other mobile devices with different operating systems.
Maintain, configure, install, and monitor printers including centralized management software.
Perform equipment install-move-add-change operational processes as needed by the businesses.
Analyze and recommend new technology, upgrades, and services for end users.
Plan, purchase, inventory, and asset tagging of software, computer equipment, peripherals, including preparation and implementation of IT relocations.
Rotation of on-call schedule for after-hours support.
Participate in various IT and business projects.
Management and support of mobile computing devices (phones, tablets) and UMTS (contract management), where applicable.
IT support for warehouse management (scanner and printers), where applicable.
Responsible for telephone and network socket patch management, where applicable.
Participation in the continuous improvement of existing and new helpdesk processes.
Collection and administration of documentation.

Bachelor's degree or equivalent or 3 year of relevant work experience preferred
Strong customer service background, and a passion for technology and helping end-users
Comfortable speaking to staff members in person and via phone, and the ability to communicate technical terminology so everyone can understand
Proficient in understanding and supporting computer hardware, Microsoft Windows, and Microsoft Office applications.
Flexibility and willingness to occasionally work outside regular office hours to support business IT needs. This will happen rarely, but it will happen.
Basic knowledge of ADS and Group Policy.
Experience with network protocols in LAN and WAN, as well as with anti-virus software.
Good knowledge in dealing with software distribution tools (e.g., MECM).

IT Support Specialist

Key skills