IT Support Specialist

Help Desk Duties

• Field incoming help requests from end users via telephone, e-mail, slack.


• Record questions and problems in the help desk system including impact and priority.


• Follow up with end-users to ensure issues are resolved completely.


• Prioritize and schedule tickets.


• Open tickets with service providers for sites with issues.


• Develop self-help sheets and frequently asked questions documents for end users


• Develop technical and policy manuals for the team.


• Create P.O.'s to purchase, receive and track assets.


• Manage Employee IT Onboarding / Offboarding.

Hardware & Software

• Administrate SAAS software solutions.


• Integrate software solutions using APIs, scripts and online services tools such as Zapier.


• Manage corporate email solution.


• Install and configure laptop & mobile hardware and software in accordance with published policies.


• Diagnose hardware and software problems, recommends solutions, and performs necessary system repairs.


• Apply approved security updates/patches.


• Conduct inventory management, system deployment and retrieval.


• Perform asset management activities, tracking software licenses and inventory.


• Manage help desk, change management and project management solutions.

Security & Compliance

• Manage software user accounts.


• Manage SSO and 2FA solutions.


• Utilize auditing software to monitor system and solution logs.


• Conduct compliance enforcement actions.