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+