The IT Support Specialist is responsible for providing technical assistance, troubleshooting, and resolving hardware, software, and network-related issues across the organization. This role ensures that all users receive timely and effective support to maintain smooth business operations. The IT Support Specialist installs, configures, and maintains IT equipment, monitors system performance, and coordinates with vendors and internal teams to ensure IT infrastructure reliability and security.

Duties & Responsibilities

Technical Support & Troubleshooting

• Provide first-level technical support for hardware, software, network, and system issues.
• Diagnose and resolve technical problems via phone, email, remote tools, or in person.
• Log, track, and manage support tickets ensuring timely resolution.
• Escalate complex issues to higher-level IT staff when necessary.

Hardware & Software Management

• Install, configure, and maintain laptops, desktops, printers, scanners, and peripherals.
• Perform software installation, updates, and patches according to IT policies.
• Ensure all devices are functioning effectively and securely.

Network & System Support

• Assist in monitoring network performance, connectivity, and security.
• Troubleshoot Wi-Fi, LAN, VPN, and other connectivity issues.
• Support user account management including password resets and access permissions.

User Support & Training

• Provide guidance to employees on proper use of systems and applications.
• Conduct basic IT induction for new employees (email setup, system access, policies, etc.).
• Prepare user-friendly documentation, FAQs, and guides.

Maintenance & Monitoring

• Perform routine checks on systems, backups, antivirus, and security updates.
• Maintain IT inventory including hardware, software licenses, and accessories.
• Ensure compliance with company IT policies and cybersecurity best practices.

Coordination & Administration

• Coordinate with vendors for repairs, service renewals, and procurement.
• Support IT projects such as system upgrades, migrations, and new software rollouts.
• Maintain accurate records of IT assets, service logs, and user requests.