IT Support Specialist

The IT Support Specialist serves as the first point of contact for all IT incidents and service requests, providing technical support and troubleshooting for hardware, software, networks, mobile devices, telecommunication systems, and audio-visual equipment. The role is responsible for logging and resolving support requests, ensuring service quality and customer satisfaction, and maintaining continuous IT service delivery in a fast-paced environment. The position also requires diagnosing technical issues, coordinating with internal and external stakeholders, and resolving problems efficiently while minimizing service interruptions.

Key Responsibilities:

• Provide first-line IT support for incidents and service requests across the organization
• Troubleshoot and resolve hardware, software, network, and end-user issues
• Manage and maintain helpdesk tickets while ensuring SLA compliance
• Support Windows operating systems, Active Directory, and end-user devices
• Escalate and follow up on incidents according to the IT escalation matrix
• Maintain accurate IT documentation, knowledge base updates, and reporting
• Support change management processes and ensure operational continuity
• Collaborate with internal teams, vendors, and stakeholders to deliver efficient IT services
• Ensure adherence to IT security procedures and identify improvement opportunities
• Deliver excellent customer service in a fast-paced operational environment