IT Help Desk Specialist

Key Responsibilities

1. Provide first-line technical support to employees for hardware, software, and IT-related issues.
2. Receive, log, prioritize, and resolve IT support requests through the help desk ticketing system.
3. Install, configure, and maintain computers, laptops, printers, and other IT equipment.
4. Troubleshoot operating systems, Microsoft Office applications, email, and other business software.
5. Support users with network connectivity, internet access, Wi-Fi, and VPN issues.
6. Manage user accounts, passwords, access permissions, and system configurations.
7. Perform regular maintenance and updates for computers and IT equipment.
8. Provide technical support for company applications and ERP systems when required.
9. Escalate complex technical issues to the IT Infrastructure, Network, or Systems Administration teams.
10. Ensure proper documentation of technical issues, solutions, and support procedures.
11. Monitor IT equipment inventory and maintain accurate records of assigned devices.
12. Assist in implementing IT security policies and ensure compliance with company procedures.
13. Support employees during onboarding and offboarding by preparing and configuring IT equipment and user accounts.
14. Provide guidance and basic technical training to employees on IT systems and applications.
15. Ensure timely resolution of IT requests and maintain a high level of internal customer satisfaction.

Qualifications & Experience

• Bachelor’s degree in information technology, Computer Science, Computer Engineering, or a related field.
• 1–3 years of experience in IT Help Desk or Technical Support.
• Good knowledge of Windows operating systems and Microsoft Office applications.
• Basic understanding of computer hardware, software installation, and troubleshooting.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, LAN, and Wi-Fi).
• Familiarity with Active Directory and Microsoft 365 is an advantage.
• Experience with IT ticketing systems is preferred.
• Basic knowledge of IT security principles and data protection.