IT SPECIALIST

Job Title: IT Specialist

Job Type: (Remote)

Job Summary

The IT Specialist — Technical Support / Help Desk is responsible for providing technical assistance and support to employees and users experiencing hardware, software, network, account, and system-related issues. This position serves as a primary point of contact for IT support, troubleshoots technical problems, manages service requests, and ensures timely resolution of incidents while maintaining a high level of customer service.

Key Responsibilities

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Provide first- and second-level technical support to employees and end users.

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Respond to IT support requests through phone, email, chat, ticketing systems, and in-person assistance.

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Diagnose and troubleshoot hardware, software, operating system, network, and connectivity issues.

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Install, configure, maintain, and troubleshoot desktop computers, laptops, monitors, printers, mobile devices, and other IT equipment.

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Support Windows, macOS, Microsoft 365, and other business applications as required.

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Create, manage, and maintain user accounts, passwords, permissions, and access rights in accordance with company policies.

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Troubleshoot network connectivity, Wi-Fi, VPN, email, printing, and remote-access issues.

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Install and configure software, applications, drivers, and security updates.

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Monitor and manage IT support tickets and ensure incidents are resolved within established service-level agreements (SLAs).

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Escalate complex technical issues to appropriate infrastructure, application, security, or vendor teams.

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Document troubleshooting steps, resolutions, system changes, and user support activities.

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Maintain accurate IT asset and equipment records.

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Assist with onboarding and offboarding employees, including equipment setup, account provisioning, and access management.

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Provide technical support for meeting rooms, video conferencing, collaboration tools, and other workplace technology.

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Assist with computer imaging, deployment, configuration, and replacement activities.

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Support antivirus, endpoint security, patch management, and other basic security controls.

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Monitor recurring technical issues and identify opportunities for permanent solutions.

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Develop and maintain technical support documentation, knowledge-base articles, and user guides.

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Provide basic user training and guidance on IT systems, applications, and security best practices.

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Assist with IT projects, system upgrades, hardware refreshes, software deployments, and technology implementations.

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Maintain confidentiality and security of company systems, user information, and data.

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Follow IT policies, procedures, security standards, and service management practices.

Qualifications

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Associate or bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.

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1–3 years of experience in technical support, help desk, desktop support, or IT service management.

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Strong troubleshooting and problem-solving skills.

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Experience supporting Windows operating systems and Microsoft 365 applications.

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Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and network troubleshooting.

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Experience with IT ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms.

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Knowledge of hardware, software, printers, peripherals, and mobile devices.

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Strong customer service and communication skills.

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Ability to prioritize multiple support requests and work effectively under time constraints.

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Ability to explain technical issues clearly to users with different levels of technical knowledge.

Preferred Qualifications

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CompTIA A+, Network+, or Security+ certification.

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Microsoft certifications such as Microsoft 365 Fundamentals or related certifications.

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ITIL Foundation certification.

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Experience with Active Directory, Entra ID/Azure AD, Group Policy, and user account administration.

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Experience with endpoint management tools such as Microsoft Intune, SCCM/MECM, or similar platforms.

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Experience with remote support and remote desktop technologies.

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Basic knowledge of cybersecurity and endpoint security practices.

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Experience supporting cloud-based applications and services.

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Experience with PowerShell or basic scripting is a plus.

Key Skills

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Technical Support

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Help Desk Support

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Desktop Support

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Hardware & Software Troubleshooting

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Windows / macOS

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Microsoft 365

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Active Directory / Entra ID

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Network Troubleshooting

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VPN / Wi-Fi Support

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Printer & Peripheral Support

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User Account Administration

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IT Ticket Management

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Incident Management

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Service Request Management

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Remote Technical Support

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Endpoint Support

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IT Asset Management

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Cybersecurity Awareness

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System Documentation

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Customer Service

Core Competencies

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Technical Troubleshooting: Ability to diagnose and resolve hardware, software, network, and application problems efficiently.

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Customer Service: Ability to provide professional, patient, and user-focused technical assistance.

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Problem Solving: Ability to identify root causes and implement effective solutions.

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Communication: Ability to explain technical concepts clearly to both technical and non-technical users.

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Time Management: Ability to prioritize incidents and service requests based on urgency and business impact.

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Attention to Detail: Ability to accurately document incidents, resolutions, configurations, and IT assets.

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Security Awareness: Ability to follow IT security policies and protect company systems and information.

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Teamwork: Ability to collaborate with infrastructure, security, applications, vendors, and other IT teams to resolve complex issues.

Originally posted on Himalayas