Job description

The IT Service Desk serves as the central contact point for all IT-related incidents and service requests. The IT Support Specialist is responsible for providing technical assistance and support to end-users across the organization, ensuring customer satisfaction, and maintaining a high level of service delivery. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware and software as needed. This role requires a broad understanding of standard office technologies to effectively address the technical needs of employees and support overall business operations. IT Support staff work in a dynamic, fast-paced environment, delivering support via phone, email, in-person, and self-service channels. Key Responsibilities: • Technical Support and Troubleshooting: • Respond to and resolve IT support requests from users via phone, email, and ticketing system (Salesforce ITSM). • Diagnose and troubleshoot hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals. • Document and track issues, ensuring timely resolution and excellent customer service. • Hardware and Software Setup & Support: • Set up, configure, and maintain computer systems, software applications, and peripheral devices. • Fulfil service requests to install, move, add, or change hardware, software, or access requirements by due dates. • Install and update software applications, operating systems, and patches. • Assist with onboarding new employees, including setting up equipment and creating user accounts. • User Account Management : • Handle new hire setup, account creation, and termination processes, ensuring seamless access and deprovisioning. • Network and Connectivity Support: • Assist users with network access, VPN connectivity, and remote access issues. • Troubleshoot Wi-Fi and Ethernet connectivity issues for both local and remote users. • Escalate complex network issues to the appropriate team or external support if needed. • Documentation and Knowledge Sharing: • Maintain detailed records of support requests and resolutions in the ticketing system (ServiceNow). • Create and update documentation for common issues and support procedures. • Provide basic training to end-users on IT best practices, software, and hardware use. • IT Asset Management: • Track and manage IT assets, including inventory of hardware, software licenses, and peripherals. • Assist in the maintenance and replacement of IT equipment as needed. • Security and Compliance: • Follow security protocols and ensure compliance with IT policies, including data protection and confidentiality. • Educate users on security best practices, such as password policies and safe internet use. • Other • Support of some client engagements. • Other duties as assigned by manager. Qualifications: • Education : Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience) • Experience : • 3-5 Years’ Experience as a Desktop Support Technician • Technical Skills : • Basic knowledge of IT service management frameworks (e.g., ITIL). • Understanding of networking, systems, and general IT infrastructure. • Experience with troubleshooting and supporting various IT systems and applications. • Proficiency in troubleshooting Windows, macOS, and common software applications (e.g., Microsoft Office). • Familiarity with IT support ticketing systems and remote support tools. • Hands-on experience with standard deployment tools such as Intune and JAMF is highly preferred, as well as Unified Endpoint Management (UEM) systems. • Experience with mobile device management (MDM) and basic Active Directory administration is a plus. • Basic understanding of Virtualization and Cloud infrastructure (e.g., VMware, Azure, AWS is a plus) • Soft Skills : • Strong customer service and communication skills, with the ability to explain technical concepts clearly. • Excellent problem-solving skills and attention to detail. • Ability to work independently and as part of a team in a fast-paced environment. • Certifications : • CompTIA A+, CompTIA Network+, or similar IT support certifications (preferred). • MCSE: Desktop Infrastructure and CCNA a plus. • ITIL Foundation or higher, or other relevant ITSM certifications is a plus. Working Conditions: • Reports To : Global IT Manager/Supervisor • Department : Information Technology • Employment Type : Full-time, onsite • Travel : May require occasional travel to regional offices • Flexibility to work across different time zones • Ability to lift and move IT equipment as necessary #LI-NL1

Requirements

Must-haves

Technical Support and Troubleshooting: • Respond to and resolve IT support requests from users via phone, email, and ticketing system (Salesforce ITSM).
Diagnose and troubleshoot hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals.
Document and track issues, ensuring timely resolution and excellent customer service.
Hardware and Software Setup & Support: • Set up, configure, and maintain computer systems, software applications, and peripheral devices.
Fulfil service requests to install, move, add, or change hardware, software, or access requirements by due dates.
Install and update software applications, operating systems, and patches.
Assist with onboarding new employees, including setting up equipment and creating user accounts.
User Account Management : • Handle new hire setup, account creation, and termination processes, ensuring seamless access and deprovisioning.
Network and Connectivity Support: • Assist users with network access, VPN connectivity, and remote access issues.
Troubleshoot Wi-Fi and Ethernet connectivity issues for both local and remote users.
Escalate complex network issues to the appropriate team or external support if needed.
Documentation and Knowledge Sharing: • Maintain detailed records of support requests and resolutions in the ticketing system (ServiceNow).
Create and update documentation for common issues and support procedures.
Provide basic training to end-users on IT best practices, software, and hardware use.
IT Asset Management: • Track and manage IT assets, including inventory of hardware, software licenses, and peripherals.
Assist in the maintenance and replacement of IT equipment as needed.
Security and Compliance: • Follow security protocols and ensure compliance with IT policies, including data protection and confidentiality.
Educate users on security best practices, such as password policies and safe internet use.

Nice-to-haves

Hands-on experience with standard deployment tools such as Intune and JAMF is highly preferred, as well as Unified Endpoint Management (UEM) systems.
Experience with mobile device management (MDM) and basic Active Directory administration is a plus.
Basic understanding of Virtualization and Cloud infrastructure (e.g., VMware, Azure, AWS is a plus)
Certifications : • CompTIA A+, CompTIA Network+, or similar IT support certifications (preferred).
MCSE: Desktop Infrastructure and CCNA a plus.
ITIL Foundation or higher, or other relevant ITSM certifications is a plus.

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Keywords to mirror

azureaws

Platform: taleo-tbe
Effort: medium

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