Information Technology Support Specialist

1. End-User Technical Support (Tier 1):Act as the first point of contact for all internal user support requests via phone, email, chat, and in-person.Provide timely, courteous, and effective technical assistance to resolve issues.Log, track, and manage all incidents and service requests using the IT Service Management (ITSM) ticketing system, ensuring accurate documentation from initial report to resolution.Perform initial assessment, triage, and resolution of tickets, escalating complex issues to Tier 2 or other IT teams as necessary while maintaining ownership of the user communication.2. Windows Operating System & Software Support:Troubleshoot and resolve common Windows 10 and Windows 11 issues, including login problems, application crashes, performance slowdowns, and permission errors.Configure user profiles, desktop settings, and mapped network drives.Install, configure, and troubleshoot standard corporate applications (e.g., Microsoft 365 Suite, Adobe Reader, browsers, antivirus).Assist users with password resets, account lockouts, and multi-factor authentication (MFA) setup.3. Laptop Hardware Troubleshooting & Maintenance:Diagnose and perform hardware repairs on corporate laptops, including screen replacement, keyboard repair, battery replacement, and RAM/SSD upgrades.Identify and troubleshoot hardware failures, coordinating with vendors for warranty repairs when needed.4. Basic Network & Connectivity Troubleshooting:Assist users with connectivity issues for both wired (Ethernet) and wireless (Wi-Fi) networks.Troubleshoot basic TCP/IP issues, including verifying network adapter settings, renewing DHCP leases (ipconfig /release, ipconfig /renew), and testing connectivity (ping, tracert).Configure and troubleshoot network printers.5. Laptop Provisioning & De-provisioning:Execute the standard procedure for reformatting and re-imaging laptops using standardized toolsConfigure new and refurbished laptops for new joiners, including: Installing the corporate Windows image.Installing and configuring all required standard software.Joining the device to the corporate domain.Physically preparing the equipment (cleaning, labeling, packaging).Perform data migration from old devices to new devices for existing employees.Securely wipe and decommission hardware for departing employees, following data sanitization policies.Required Skills & QualificationsOperating Systems: Strong, hands-on experience troubleshooting and supporting Windows 10 and Windows 11 in a corporate environment.Hardware: Proven ability to diagnose, repair, and replace laptop hardware components (e.g., hard drives, memory, keyboards, batteries).Imaging & Deployment: Direct experience with re-imaging, reformatting, and setting up laptops for end-users.Networking: Foundational knowledge of TCP/IP networking. Must be able to troubleshoot basic wired and wireless connectivity issues.Core Competencies:Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users.Strong problem-solving and analytical abilities with a logical, process-driven approach.Excellent time management skills and the ability to prioritize a high-volume ticket queue.