IT End User Support

The IT Technical Support Specialist is responsible for providing on-site and remote support to end-users, ensuring timely resolution of hardware, software, and network-related issues. The role involves hands-on troubleshooting, user assistance, and coordination with vendors and internal teams to maintain efficient IT operations and endpoint reliability.

Key Responsibilities

• Installation, Move, Add, Change (IMAC) Services:
• Assist in receiving, verifying, and delivering IT equipment and peripherals.
• Install, relocate, or configure IT devices as needed.
• Perform device swaps and conduct post-installation health checks.
• Create and update technical recommendations and documentation.
• Coordinate with third-party vendors for equipment deployment and support.
• Provide support for video conferencing systems and onsite events.
• Facilitate warranty claims and update asset information in inventory systems.
• Break-Fix Support:
• Diagnose and resolve hardware and software issues for supported IT devices.
• Coordinate dispatch and repair services, including warranty and vendor claims.
• Manage Original Equipment Manufacturer (OEM) warranty processes and service follow-ups.
• Deskside Support:
• Troubleshoot system and software conflicts and perform necessary fixes.
• Backup user files and reformat or reimage systems when required.
• Perform preventive maintenance and onsite troubleshooting for printers and mobile devices.
• Deliver personalized support for executives and VIP users.
• Hands-and-Feet Support:
• Execute technical instructions provided by remote teams (e.g., Network Operations Center).
• Assist in servicing network and server/storage equipment based on step-by-step guidance.
• Handle physical equipment swaps and perform hardware checks.
• CCTV Basic Support:
• Conduct Level 1 support for CCTV systems including basic connectivity and functionality checks.
• Assist in navigation of DVR/NVR systems and ensure camera connectivity.
• Endpoint & Asset Management:
• Maintain up-to-date inventory of IT assets within the assigned area.
• Install and manage IT asset tracking software on devices.
• Ensure all IT endpoints are registered and accounted for in asset management systems.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• Proven experience in technical support, help desk, or deskside support roles.
• Proficiency in troubleshooting Windows-based systems, hardware, printers, and networking.
• Strong problem-solving and analytical skills.
• Effective communication skills with the ability to explain technical issues clearly to non-technical users.
• Familiarity with endpoint security, system imaging, and asset management tools.
• Adaptability and willingness to learn emerging technologies and IT practices.