An IT Support Specialist maintains, troubleshoots, and installs hardware, software, and network systems, acting as the first point of contact for technical issues. They provide in-person, remote, or phone assistance to users, managing ticketing systems, onboarding new staff, and ensuring system security and operational efficiency. 

Key Responsibilities

• Technical Support: Troubleshooting and resolving hardware, software, and network connectivity issues (e.g., Windows, macOS, printers, peripherals).
• System Maintenance: Installing, configuring, and updating operating systems, applications, and security software.
• Ticketing & Documentation: Managing support requests in a ticketing system, prioritizing issues, and documenting solutions in knowledge bases.
• User Onboarding: Setting up new user accounts, workstations, and training staff on new technologies.
• Network & Security: Monitoring network performance, applying security updates, and ensuring compliance with data protection policies.
• Infrastructure Support: Assisting with server, switch, and firewall maintenance, including cabling and hardware replacement. 

Skills

Required Skills and Qualifications

• Education: Bachelor’s degree in Computer Science, IT, or related field (or equivalent work experience).
• Experience: 1–3+ years in IT support or helpdesk roles.
• Technical Knowledge: Deep understanding of OS (Windows/Linux/macOS), Active Directory, MS365, networking protocols (TCP/IP), and VPNs.
• Soft Skills: Excellent customer service, communication, problem-solving skills, and the ability to work under pressure.
• Certifications (Preferred): CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or similar. 

Common Job Titles

IT Support Technician, Desktop Support Engineer, Helpdesk Analyst, IT Support Specialist, Technical Support Engineer.