IT Service-Desk Specialist (Level 1/2)

Role Overview The IT Service-Desk Specialist is the first point of contact for all internal employees facing technical challenges. This role is crucial for maintaining end-user productivity by providing timely and effective hands-on support across hardware, software, networking, and security issues. The ideal candidate is a proactive problem-solver with strong diagnostic skills and a commitment to operational excellence.
Key Responsibilities

• Operating System & Image Management: ○ Perform end-to-end OS deployment including creating bootable media (USB), performing clean installs of Windows 10/11 (and legacy OS like Win7/8.1), and applying standard system images to multiple devices. ○ Install, update, and manage all necessary OS drivers using both Windows Update and manual methods. ○ Tweak and configure OS settings post-installation to meet security and corporate standards
• System & Application Support: ○ Install, configure, and troubleshoot core business and common applications. ○ Configure, troubleshoot, and support EMail clients and ensure Internet connectivity is properly configured. ○ Install, configure, and troubleshoot peripherals including Printers, MFDs, WebCams, and Headsets. ○ Manage and troubleshoot conferencing tools (Zoom, MS Teams, Google Meet) for end-users. ○ Configure devices (Laptops, mobiles) to connect to Smart-TVs/Interactive panels for presentations and meetings. ○ Manage Time/Attendance Systems: Handle basic operations, pull records, and generate reports from biometric/attendance machines
• Networking & Infrastructure: ○ Perform physical networking tasks including crimping LAN cables and punching down I/O ports. ○ Configure and troubleshoot routers and Access Points. ○ Execute basic network troubleshooting using command-line interface (CLI) tools
• General Service-Desk Operations: ○ Utilize remote support tools to provide quick and efficient assistance. ○ Maintain clear, detailed, and accurate documentation for all system configurations, inventory records, and support activities/resolutions. ○ Understand and manage the difference between Admin and Standard User Accounts, and have a basic knowledge of Group Policies
  

Requirements

Qualifications

• Experience: 1+ years of experience in an IT Help Desk, Service Desk, or desktop support role
• Technical Proficiency (Must-Haves):
  

○ Expertise in Windows 10/11 OS installation, configuration, and imaging.
○ Working knowledge of macOS (MacBooks) troubleshooting and configuration.○ Strong foundational knowledge of networking concepts (IP Addressing, Subnets, Gateway, DNS, DHCP).○ Proven ability to troubleshoot hardware and common peripherals.○ Experience with Microsoft 365/Google Workspace application support.○ Knowledge of/hands-on experience with Linux is highly appreciated.

• Soft Skills:
  

○ Excellent verbal and written communication skills with a strong customer service focus.
○ Strong diagnostic and problem-solving abilities.○ High degree of professionalism and adherence to documentation standards.