Information Technology Support Specialist

1. End-User Technical Support (Tier 1):

• Act as the first point of contact for all internal user support requests via phone, email, chat, and in-person.
• Provide timely, courteous, and effective technical assistance to resolve issues.
• Log, track, and manage all incidents and service requests using the IT Service Management (ITSM) ticketing system, ensuring accurate documentation from initial report to resolution.
• Perform initial assessment, triage, and resolution of tickets, escalating complex issues to Tier 2 or other IT teams as necessary while maintaining ownership of the user communication.

2. Windows Operating System & Software Support:

• Troubleshoot and resolve common Windows 10 and Windows 11 issues, including login problems, application crashes, performance slowdowns, and permission errors.
• Configure user profiles, desktop settings, and mapped network drives.
• Install, configure, and troubleshoot standard corporate applications (e.g., Microsoft 365 Suite, Adobe Reader, browsers, antivirus).
• Assist users with password resets, account lockouts, and multi-factor authentication (MFA) setup.

3. Laptop Hardware Troubleshooting & Maintenance:

• Diagnose and perform hardware repairs on corporate laptops, including screen replacement, keyboard repair, battery replacement, and RAM/SSD upgrades.
• Identify and troubleshoot hardware failures, coordinating with vendors for warranty repairs when needed.

4. Basic Network & Connectivity Troubleshooting:

• Assist users with connectivity issues for both wired (Ethernet) and wireless (Wi-Fi) networks.
• Troubleshoot basic TCP/IP issues, including verifying network adapter settings, renewing DHCP leases (ipconfig /release, ipconfig /renew), and testing connectivity (ping, tracert).
• Configure and troubleshoot network printers.

5. Laptop Provisioning & De-provisioning:

• Execute the standard procedure for reformatting and re-imaging laptops using standardized tools
• Configure new and refurbished laptops for new joiners, including:
• Installing the corporate Windows image.
• Installing and configuring all required standard software.
• Joining the device to the corporate domain.
• Physically preparing the equipment (cleaning, labeling, packaging).
• Perform data migration from old devices to new devices for existing employees.
• Securely wipe and decommission hardware for departing employees, following data sanitization policies.

Required Skills & Qualifications

• Operating Systems: Strong, hands-on experience troubleshooting and supporting Windows 10 and Windows 11 in a corporate environment.
• Hardware: Proven ability to diagnose, repair, and replace laptop hardware components (e.g., hard drives, memory, keyboards, batteries).
• Imaging & Deployment: Direct experience with re-imaging, reformatting, and setting up laptops for end-users.
• Networking: Foundational knowledge of TCP/IP networking. Must be able to troubleshoot basic wired and wireless connectivity issues.

Core Competencies:

• Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical abilities with a logical, process-driven approach.
• Excellent time management skills and the ability to prioritize a high-volume ticket queue.