IT Support Specialist

1. User Support & Help Desk Management

• Serve as the first point of contact for all internal staff experiencing technical issues.
• Manage the entire IT support queue: All requests and tasks (including from the IT Manager) must be logged, prioritized, and tracked as a ticket from submission to resolution.
• Provide timely and professional support via approved channels: Chat, email, phone, and remote assistance tools.
• Troubleshoot and resolve issues related to:

o Software: Operating systems (Windows/macOS), Microsoft 365/Google Workspace, browsers, VPN, and core business applications.

o Connectivity: Remotely diagnosing Wi-Fi, VPN, and network access issues.

o Account & Access: Password resets, multi-factor authentication (MFA) issues, and permission adjustments.

• Coordinate Hardware Support:

o Remotely diagnose hardware failures (laptops, monitors, peripherals).

o Guide users through basic ...