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. The role ensures all workstations, peripherals, and applications operate efficiently and securely to support daily business operations.

Key Responsibilities

• Provide first-line and second-line technical support for desktops, laptops, printers, mobile devices, and related peripherals.
• Install, configure, and troubleshoot operating systems (Windows, macOS, Linux) and standard business applications.
• Manage and support user accounts, permissions, and passwords through Active Directory, Microsoft 365, or equivalent systems.
• Respond to and resolve incidents logged via ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Maintain and update IT asset inventory (hardware / software tracking).
• Ensure system updates, antivirus, and patches are regularly applied.
• Support network connectivity issues, including Wi-Fi, VPN, and LAN / WAN troubleshooting.
• Assist in hardware setup, imaging, and deployment for new employees.
• Provide remote desktop support for offsite or hybrid users.
• Document procedures, incident resolutions, and user guides.
• Collaborate with other IT teams for escalations and project support.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 1–3 years of experience in desktop or technical support roles.
• Strong knowledge of Windows 10/11, macOS, Microsoft Office 365, and common business applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with Active Directory, Group Policy, and remote management tools.
• Excellent problem-solving, communication, and customer service skills.
• Ability to work independently and manage multiple priorities.

Preferred Qualifications

• IT certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
• Experience with ITIL service management processes.
• Familiarity with endpoint management tools (e.g., SCCM, Intune, JAMF).