IT Support Specialist
We are seeking a highly skilled IT Support Specialist to join our team. In this role, you will provide exceptional technical support and deliver seamless software solutions to our users.
* Provide first- and second-level IT support to end-users via phone, remote access, and in-person.
* Prepare and deploy desktop equipment and software in line with service requests and Standard Operating Environment (SOE) standards.
* Troubleshoot and resolve hardware, software, and printer-related issues.
* Maintain up-to-date configuration and asset data within the Configuration Management Database (CMDB).
* Assist with the management of Incidents, Problems, Changes, and Configuration Management processes.
* Monitor and analyze support trends to proactively resolve recurring issues.
* Deliver exceptional customer service and user training where necessary.
Required Experience and Skills
* Proven experience supporting and troubleshooting PCs in a Windows environment.
* Strong knowledge of the MS Windows family of operating systems.
* Proficiency in Microsoft Office Suite including Outlook, Word, Excel, PowerPoint, and Access.
* Experience with desktop, LAN, and printer troubleshooting.
* Familiarity with incident management tools and IT service processes.
* Exposure to ITIL practices: Incident, Problem, Change, and Configuration Management.
* Experience with SOE deployment and maintenance.
* Solid skills in analyzing and resolving technical issues in a PC/LAN environment.
* Strong communication and interpersonal skills with a customer-first mindset.