IT Support Specialist

Job DescriptionBasic Function and Scope of Responsibility:  The Support Engineer role is primarily responsible to provide a single point of contact for end users to receive support within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user equipment to ensure optimal performance. The person will also provide frontline help desk coverage (in person, by telephone, or via email), requiring problem analysis, technical assistance, and training of associates for various information systems. Essential Job Duties: IT Support & Service Desk Serve as the first point of contact: triage incidents, provide first-level support, gather information, and route/escalate as needed. Troubleshoot and resolve hardware, software, printer, connectivity, phone, and messaging issues via remote and onsite support. Maintain complete, timely, and accurate ticket records; update the knowledge base and user documentation. End-User Training & Guidance Educate users on operating systems, software applications, phone system use, and security best practices. Provide instruction during new-hire orientations and as needed for tools/process changes. On/Offboarding & Access Management Set up computers, peripherals, phones/smartphones, email, voicemail, and security for new users. Manage user accounts, permissions, and access; process changes for moves and terminations. Systems Administration & Maintenance Install, configure, upgrade, and maintain desktops/workstations and software applications (including patches, AV, and security updates). Maintain daily backups (including off-site storage) and change-control logs for all computers. Inventory, Licensing & Compliance Maintain the IT asset inventory and licensing information to ensure compliance. Act as primary contact for desktop, printer, phone, software deployment, antivirus management, and related technologies. Coordination & Standards Coordinate with maintenance, technical support, or programming teams for complex failures; escalate when necessary. Organize workload to meet deadlines and prioritize assignments. Represent the department and company professionally and in line with established standards. Perform other duties as assigned by management. QualificationsEssential Knowledge, Skills and Abilities: Education & Certifications High School Diploma or equivalent required; Associate’s Degree preferred. Nice to have: CompTIA A+ , Network+ , Microsoft (MCSA/MD-100/MD-101), ITIL . Experience Level I: 1–3 years in enterprise Help Desk/Desktop support. Level II: 3–7 years in enterprise Desktop/Help Desk, including Windows and Microsoft 365/O365 administration. Technical Skills Windows desktop OS (install, config, troubleshoot) and Microsoft Office/365. PC/laptop hardware, peripherals, and local/network printing . Ticketing systems (Service Desk/Help Desk). Active Directory basics (users, groups), remote access tools, Exchange/Outlook. OS imaging & deployment concepts/best practices. Mobile device setup (phones/tablets), Wi-Fi configuration. Antivirus/content filtering; basic networks and network cabling . Level II adds: migration/upgrade planning and execution; creating/managing simple project plans; coordination with third-party vendors. Professional Skills Strong troubleshooting; ability to identify/resolve system malfunctions. Prioritization, multitasking, and time management in a fast-paced environment. Attention to detail; ability to learn new systems and understand dependencies. Clear documentation: read/interpret SOPs; write/update KB/user guides. Sound judgment and timely decision-making with appropriate stakeholder inclusion. Excellent interpersonal skills across all organizational levels; confidentiality and discretion. Nice to have: experience in a lab, regulated, or controlled environment. Additional InformationProfessional working proficiency in English is a requirement, including the ability to read, write and speak in English.