Specialist, IT Support

Role Overview

This role leads to the day-to-day operations of a team of IT Support, ensuring effective troubleshooting, root cause analysis, and maintains, configures and repairs an organization’s computer hardware, software issues. The position requires strong coordination skills, and advanced IT expertise to handle complex escalation. Supporting hardware installations and maintenance, ensuring SLA compliance and system reliability, and providing end-user support while promoting proper technology usage.

Specific Duties And Responsibilities

• Provide technical support for hardware, software, network, and system-related issues.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Monitor and maintain network performance, security, and system availability.
• Troubleshoot incidents and perform root cause analysis.
• Manage user accounts, permissions, and access controls.
• Perform system updates, patches, and routine maintenance.
• Support IT projects including system upgrades, migrations, and deployments.
• Maintain documentation for IT procedures, configurations, and troubleshooting guides.
• Ensure compliance with IT policies, security standards, and best practices.
• Coordinate with vendors and third-party providers when necessary.
• Perform IT Asset inventory and maintain accurate records using the inventory system.
  
  

COMPETENCIES

• Knowledge and experience with virtual desktop deployment – Citrix, VMware.
• Good to have - Knowledge and experience with Cloud Infrastructure/Solution, particularly M365, Azure
• Knowledge of Windows/Mac OS, networking fundamentals (TCP/IP, DNS, DHCP), and Active Directory.
• Knowledge of relevant ACD telephony systems & mobile device experience.
• Intune or MDM Enrollment.
• Remote/VPN technologies experience in industry customer service best practices & supporting a corporate environment.
• Related experience and training in troubleshooting and providing onsite support
• Team Collaboration. Works well with colleagues and other departments to resolve issues and improve processes.
• Adaptability. Quickly adjusts to new technologies, tools, and changing IT environments.
  
  

QUALIFICATION

• Bachelors/College Degree or equivalent.
• ITIL Certificate(s), Comp TIA A+ cert, TESDA Computer System Servicing NC II, & Google IT Support Certificate is an advantage.
• Relevant certifications (e.g., CompTIA A+, Network+) are an advantage.
• 100% work onsite. Shifting schedules including weekends shifts.
  
  

Performance Qualifications: INTERNAL CANDIDATES

If Agent: Excellent Attendance, No NTE, No DA (Disciplinary Action), consistent with Q1 score if agent.

If Support Employee: Box 3 (succeeding) and above during Annual Performance Reviews.

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