IT Support Specialist

1- Technical Support:
· Provide advanced technical support for hardware, software, and network-related issues across the organization.
· Troubleshoot escalated incidents and ensure timely resolution based on SLAs.
· Assist end users with complex technical problems and deliver high-quality service.
2- System Maintenance and Monitoring:
· Perform routine system checks, software updates, and patch management.
· Monitor system performance and proactively address potential issues.
· Ensure that all systems are functioning efficiently and securely.
3- User and Access Management:
· Manage user accounts, permissions, and access rights across systems and applications.
· Support onboarding and offboarding processes including hardware/software setup.
· Enforce IT policies regarding user access and security compliance.
4- Documentation and Reporting:
· Document incidents, resolutions, and procedures for future reference.
· Prepare weekly/monthly reports on support tickets, trends, and system performance.
· Update the IT knowledge base with new solutions and troubleshooting steps.
5- Coordination and Communication:
· Collaborate with different IT teams (infrastructure, security, applications) for complex issues.
· Communicate effectively with end users to understand issues and explain solutions clearly.
· Provide feedback to improve service delivery and end-user experience.
6- Asset and Inventory Management:
· Support IT asset lifecycle including issuance, tracking, and decommissioning.
· Ensure accurate inventory of IT equipment and timely updates in the asset management system.
· Assist in procurement and vendor coordination for IT supplies and services.