Information Technology Specialist

Job Summary

The IT Desktop Support Engineer is responsible for providing technical assistance and support to end users for hardware, software, and network-related issues. This role ensures the smooth operation of the organization’s desktop computing environment, troubleshooting incidents, performing installations, and maintaining IT assets.

Key Responsibilities

* Provide first-line technical support for desktops, laptops, printers, and mobile devices (Windows, macOS, Linux as applicable).
* Install, configure, and maintain operating systems, applications, and hardware components.
* Troubleshoot and resolve hardware and software issues in person, remotely, or via phone/email/ticketing system.
* Set up new user accounts, profiles, and manage access permissions within Active Directory and related systems.
* Support and maintain network connectivity issues (Wi-Fi, LAN, VPN).
* Perform regular system updates, antivirus management, and patching.
* Maintain and update asset inventory for all IT equipment and licenses.
* Assist with IT onboarding/offboarding processes for employees.
* Document technical procedures, resolutions, and maintain knowledge base articles.
* Coordinate with vendors for warranty and repair services when needed.
* Support the IT team with larger infrastructure or project initiatives.

Qualifications

Education & Experience:

* Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field (or equivalent experience).
* 1–3 years of experience in IT support, desktop support, or helpdesk roles.

Technical Skills:

* Strong knowledge of Windows 10/11, macOS, and Microsoft 365 environment.
* Familiarity with Active Directory, Group Policy, and Exchange/Outlook administration.
* Experience with ticketing systems (e.g., ServiceNow, Jira, Freshservice).
* Understanding of basic networking (TCP/IP, DNS, DHCP, VPN).
* Knowledge of remote desktop tools and endpoint management platforms (e.g., Intune, SCCM).
* Basic troubleshooting for printers, VoIP phones, and peripheral devices.

Soft Skills:

* Excellent communication and interpersonal skills.
* Strong problem-solving and multitasking abilities.
* Customer-focused mindset with a professional attitude.
* Ability to work independently and collaboratively in a team environment.

Preferred Certifications (Optional)

* CompTIA A+
* Microsoft Certified: Modern Desktop Administrator Associate
* ITIL Foundation
* CompTIA Network+