IT Service Desk Support Specialist

Key Responsibilities:

Technical Support:

• Provide timely technical support for user issues, aiming for a high first-call resolution rate.
• Troubleshoot and resolve basic hardware and software issues, including operating systems, corporate applications, and peripheral devices.
• Escalate complex issues to specialized IT teams (Network, System Administration, Development) as needed, ensuring proper follow-up and resolution.

User System Maintenance:

• Manage user accounts, including provisioning, de-provisioning, access control, and password resets within various environments (Microsoft Active Directory, Linux).
• Perform routine system health checks and regular maintenance tasks for hardware and software.
• Assist in the setup and configuration of new employee workstations (desktops, laptops, mobile devices).

Technical Knowledge & Exposure:

• Assist with troubleshooting related to cloud services (AWS, Azure) and basic system administration.
• Monitor and escalate security alerts, assist in managing endpoint protection tools, and educate users on security best practices.

Documentation & Ticketing:

• Manage and handle technical issues through a professional ticketing system (e.g., Jira).
• Ensure all technical issues and requests are tracked, documented, and resolved in a timely manner.

Required Qualifications:

• 1-3 years of experience in an IT Service Desk, Help Desk, or technical support role.
• Proven experience with ticket management and troubleshooting using ticketing systems (e.g., Jira).
• Hands-on experience with user account management and troubleshooting in Microsoft environments (Windows OS, Office 365).
• Exposure to Linux operating systems is highly desirable.
• Familiarity with Cloud Technologies (AWS, Azure) and/or Cybersecurity monitoring.
• Strong verbal communication, active listening, and customer service skills.
• Ability to think critically, troubleshoot effectively, and solve problems under pressure.
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are an advantage.

Preferred Skills:

• Experience with system administration and cloud platforms (AWS, Azure).
• Familiarity with cybersecurity best practices and endpoint protection tools.
• Knowledge of Linux operating systems and user management.