Technical Support Specialist

Role Responsibilities

• Deliver first- and second-line technical support for desktops, laptops, mobile devices, and enterprise applications
• Diagnose and resolve hardware, software, network, and connectivity issues in a timely manner
• Manage and prioritize tickets, incidents, and service requests using ITSM tools, ensuring SLA adherence
• Install, configure, and maintain operating systems, applications, and user accounts (e.g., Active Directory, Office 365)
• Support onboarding/offboarding processes, including device provisioning and access management
• Collaborate with infrastructure, security, and application teams to escalate and resolve complex issues
• Monitor system performance and proactively identify potential issues or improvements
• Maintain accurate documentation of issues, resolutions, and standard operating procedures
• Provide user training and guidance to improve technology adoption and minimize recurring issues