IT Support Specialist

General Responsibilities 

Key Responsibilities: 

Technical Support: 

• Provide first level support for all IT-related issues, including diagnosing and resolving hardware, software, and network problems for end-users. 

• Install and configure operating systems, particularly Windows 10 and Windows 11, across desktops and laptops in the head office and clinics. 

• Troubleshoot and resolve system performance issues, application errors, and hardware malfunctions. 

Help Desk Operation: 

• Manage the IT help desk by responding to and tracking support requests, ensuring timely resolution and maintaining a high level of user satisfaction. 

• Log all relevant incident/service request details, including categorization and prioritization, using a ticketing system. 

• Handle first-line incident/service requests and escalate complex cases to the 2nd line of support when necessary. 

• Keep users informed of their ticket status and progress. 

Active Directory Management: 

• Manage and maintain users and groups within Active Directory, ensuring proper user access and permissions. 

System Setup & Maintenance: 

• Install PCs using System Center Configuration Manager (SCCM) images, ensuring efficient deployment and consistent configuration across the organization. 

• Provide ongoing system maintenance, including installing patches and updates to ensure system security and performance. 

•  System and Network administration: 

•  OS installation, Windows, Linux is plus 

• Assist in managing network operations, including troubleshooting connectivity issues. 

• maintain security protocols, such as user end devices and antivirus software. 

• Help with user access management, including password resets and permissions. 

User Training & Support: 

• Provide first-line support and training to end-users in their daily work, including account setup, application usage, and troubleshooting. 

• Train and support users on the company’s IT environment, covering PC usage, user accounts, applications, and best practices. 

Documentation & Reporting: 

• Produce and maintain detailed documentation for support issues, system configurations, network setups, and resolutions to facilitate knowledge sharing and future troubleshooting. 

Incident Management: 

• Log and track all incidents and service requests in an IT service management system. 

• Escalate unresolved issues to higher-level support teams or external vendors as needed. 

• Ensure timely resolution of incidents and provide status updates to users. 

Hardware Support: 

• Assist with the setup, deployment, and maintenance of hardware components, including printers, scanners, and other peripherals. 

Required Skills & Experience

Operating Systems Expertise: 

• Strong experience in installing, configuring, and troubleshooting Windows 10 and Windows 11 environments. 

Networking Skills: 

• Basic knowledge of networking concepts such as IP addressing, VLANs, and wireless network management. Hands-on experience with configuring switches and access points is required. 

Technical Troubleshooting: 

• Ability to quickly diagnose and resolve issues related to software, hardware, and networking with minimal supervision. 

Active Directory: 

• Experience managing users and groups within Active Directory, including permissions, access, and security configurations. 

Communication & Customer Service: 

• Excellent interpersonal and communication skills to effectively explain technical issues to non-technical users and deliver high-quality customer service. 

Problem-Solving: 

• Ability to think critically and handle multiple tasks simultaneously while maintaining a calm demeanor under pressure. 

Documentation: 

• Provide guidance and support to users on how to use hardware and software efficiently. 
  Conduct small training sessions or create documentation to help users understand new systems or processes. 

Project Support: 

• Assist in the planning and execution of IT projects, such as system upgrades, migrations, and rollouts. 

• Coordinate with other departments or teams to ensure smooth implementation of new technologies 

Asset management: 

• keep asset inventory and logs 

• update time to time changes in the inventory logs. 

Education: 

• A degree in Information Technology, Computer Science, or a related field is preferred. 

• Minimum of 2 years of experience in an IT support or help desk role. 

• Certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus. 

• Basic understanding of network  principles and best practices. 

• Familiarity with ticketing systems and remote troubleshooting tools.