IT SUPPORT SPECIALIST

The IT Support Specialist (L1 Helpdesk) serves as the first point of contact for technical support across the organization. This role provides frontline troubleshooting, user assistance, and basic systems support to ensure employees have reliable access to the tools and technology they need to perform their work effectively.

Core Responsibilities:

Helpdesk & User Support

• Serve as first-line helpdesk support (Level 1) for staff technical issues.

• Respond to and triage support tickets in a timely, professional manner.

• Provide troubleshooting assistance for:

o Password resets and account access issues

o Printer connectivity problems

o Microsoft Teams and Outlook support

o Basic workstation and application issues

• Escalate complex issues to higher-level IT support when necessary.

Hardware & Workstation Setup

• Prepare and configure workstations for new hires and replacements.

• Install and set up monitors, docking stations, keyboards, mice, and related peripherals.

• Ensure proper hardware connections and functionality prior to deployment.

Device & Systems Maintenance

• Run system updates and install approved applications.

• Push basic fixes and configurations through Microsoft Intune.

• Perform routine maintenance and troubleshooting on assigned devices.

Inventory & Documentation

• Track, manage, and maintain accurate IT inventory records (hardware, peripherals, licenses).

• Document troubleshooting steps, solutions, and recurring issues in the ticketing system.

• Maintain clear and organized records to support continuous improvement.

In addition, the IT Support Specialist will perform other reasonable business-related duties as assigned.

Minimum Requirements:

• 1–3 years of IT support or helpdesk experience preferred.
• Working knowledge of Windows operating systems and Microsoft 365 (Outlook, Teams).
• Familiarity with device management tools such as Microsoft Intune is preferred.
• Strong problem-solving and troubleshooting skills.
• Excellent customer service and communication skills
• Ability to prioritize tasks and manage multiple support requests.

Key Competencies:

• Customer-focused mindset
• Attention to detail
• Organized and process-oriented
• Ability to work independently and as part of a team
• Clear written and verbal communication

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.