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IT Support Specialist

Job title: IT Support Specialist

Location: [Company location]

Reports to: [IT Manager or Service Desk Lead]

Employment type: [Full-time]

Job summary:

We're looking for an IT Support Specialist to help [company name]'s employees with hardware, software, and account issues in person and remotely. The right person troubleshoots patiently, explains fixes clearly, and documents every ticket.

IT support specialists are often the first contact for any tech problem. Fast, friendly support keeps employees working and builds trust in the IT team.

Key responsibilities:

  • Respond to support requests by ticket, chat, phone, and in person.
  • Log, prioritize, and resolve tickets in [Jira Service Management, Freshservice, or Zendesk] within SLA.
  • Troubleshoot Windows and macOS laptops, peripherals, and mobile devices.
  • Reset passwords, restore access to locked accounts, and manage MFA in [Microsoft 365 or Google Workspace].
  • Set up new hire laptops and accounts and collect equipment from departing employees.
  • Install and update approved software and apply security patches.
  • Support video conferencing tools such as Zoom, Microsoft Teams, and Google Meet.
  • Use remote support tools to fix issues for remote and hybrid employees.
  • Escalate complex issues to systems or network teams with clear notes.
  • Write and update knowledge base articles for common fixes.
Qualifications:
  • High school diploma or equivalent; associate or bachelor's degree in IT preferred.
  • [X]+ years of experience in IT support or help desk.
  • Working knowledge of Windows, macOS, and Microsoft 365 or Google Workspace.
  • Experience with a ticketing system.
  • Basic understanding of networking and Wi-Fi.
Skills:
  • Troubleshooting.
  • Customer service.
  • Clear explanation of technical steps.
  • Ticket documentation.
  • Time management.
  • Patience under pressure.
Nice to have:
  • CompTIA A+, Network+, or Security+ certification.
  • Experience with Intune or Jamf.
  • Experience supporting a fully remote workforce.
Benefits:
  • [Health, dental, and vision insurance, or private medical cover]
  • [Retirement plan, such as a 401(k), pension, or superannuation]
  • [Paid time off and holidays]
  • [Certification and training budget]
  • [Paid time for certification study]
  • [Salary range]

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