IT Support Specialist

IT Support SpecialistWe are looking for an IT Support Specialist to deliver timely, user-focused technical support across the organization. You will troubleshoot hardware, software, network, and account issues; manage support tickets; maintain IT assets; and help keep systems secure and reliable. The role may involve onsite, remote, and hybrid support via phone, chat, email, and in-person.Key ResponsibilitiesRespond to and resolve IT support requests through a ticketing system, phone, chat, email, and walk-ups.Diagnose and fix issues with Windows and macOS devices, mobile devices, printers, peripherals, and applications.Support Microsoft 365, Google Workspace, email, collaboration tools, and line-of-business applications.Create, modify, and disable user accounts, passwords, groups, and permissions in Active Directory and/or Microsoft Entra ID.Install, configure, patch, and upgrade operating systems, drivers, and standard software.Configure and support Wi-Fi, VPN, DNS/DHCP basics, and remote-access tools.Track IT assets, software licenses, device assignments, and warranty information.Document incidents, resolutions, runbooks, and knowledge-base articles.Monitor endpoint health and proactively address recurring issues.Train users on tools, security best practices, and IT policies.Escalate complex network, server, cloud, or security incidents to appropriate teams.Coordinate with vendors for hardware repairs, replacements, and service calls.Follow backup, security, privacy, and change-management procedures.Required QualificationsDiploma, associate, or bachelor's degree in IT/CS or equivalent hands-on experience.1–3 years in IT support, help desk, or desktop support (adjust for junior/mid/senior).Strong troubleshooting skills for Windows 10/11 and macOS; basic mobile-device support (iOS/Android).Experience with ticketing systems and remote-support tools.Solid understanding of computer hardware, OS installation, software deployment, and basic networking.Clear written and verbal communication; ability to explain technical issues to non-technical users.Ability to prioritize work, meet SLAs, and handle confidential information.Preferred SkillsMicrosoft 365 admin basics (Exchange Online, SharePoint, Teams, OneDrive).Active Directory and/or Microsoft Entra ID user and group management.Endpoint management with Intune, Autopilot, Jamf, or similar.Basic networking: TCP/IP, DNS, DHCP, VLANs, Wi-Fi, and VPN troubleshooting.Familiarity with ServiceNow, Jira Service Management, Freshservice, or Zendesk.Endpoint security tools, antivirus/EDR, disk encryption, and backup basics.Certifications: CompTIA A+, Network+, ITIL 4 Foundation, Microsoft MD-102, or similar.Performance MetricsAverage first response time and time to resolution.First-contact resolution rate.Customer satisfaction (CSAT) score.SLA compliance and ticket backlog.Quality and completeness of documentation.Reduction in repeat incidents and escalations. Ova Technologies