IT Operations and Support

Job Description

The Helpdesk IT Support Specialist will be the first point of contact for IT-related queries and technical issues within the organization. This role is essential for ensuring smooth IT operations and maintaining high standards of user support and service delivery. The Specialist will handle both hardware and software issues, provide troubleshooting guidance, and support a range of users from different departments to meet their IT needs efficiently.

The role requires excellent communication skills, a problem-solving mindset, and a customer-centric approach to support. Proficiency in Office 365, backup and recovery processes, Intune, intra Azure AD, and vendor relationship management is required to support the organization’s digital tools, infrastructure, and subscriptions effectively.

Key Responsibilities

• User Support: Provide technical support and guidance to end-users, ensuring efficient handling of software, hardware, and network-related queries.
• Troubleshooting: Diagnose and troubleshoot issues on various systems, including desktops, laptops, mobile devices, printers, and other IT equipment.
• Ticket Management: Track, manage, and resolve IT helpdesk tickets promptly. Escalate complex issues to higher-level support teams as needed.
• Service Request & Incident Management: Oversee the resolution of service requests and incidents, ensuring all issues are resolved according to company standards and service-level agreements.
• Problem Management: Identify and address the root cause of recurring issues to prevent future incidents. Collaborate with other IT teams to develop and implement permanent solutions.
• Installation & Configuration: Install, configure, and maintain operating systems, applications, and hardware.
• System Updates & Patch Management: Assist in software and hardware updates, installations, and upgrades. Oversee patch management to keep systems secure and up-to-date.
• Backup & Recovery: Support and manage regular system backups and recovery processes to ensure data integrity and availability in case of incidents.
• Vulnerability Management: Perform vulnerability assessments to identify and mitigate risks, working closely with the security team to implement necessary measures.
• Office 365 Support: Manage and troubleshoot issues related to Office 365 applications, including email, OneDrive, SharePoint, and Teams.
• Intune & Azure AD Management: Configure and manage device policies through Microsoft Intune and ensure seamless intra Azure Active Directory (AD) integration.
• Documentation: Document issues and solutions in the helpdesk system, create knowledge base articles, and update user guides as needed.
• Remote Support: Provide remote troubleshooting support for offsite employees or remote users.
• Onboarding & Offboarding: Support onboarding and offboarding activities by setting up new users and deactivating accounts when necessary.
• Inventory & Subscription Management: Manage IT inventory, including hardware and software licenses, and handle IT subscriptions, renewals, and invoicing. Ensure timely subscription renewals and manage relationships with vendors.
• Vendor Communication: Liaise with vendors for procurement, subscriptions, and support, ensuring all services align with organizational needs.
• Security Support: Assist with security protocols and basic incident response, including ensuring compliance with password policies, MFA, and other security measures.
• Policy & Standards Compliance Monitoring: Monitor staff to ensure they follow established policies, standards, and acceptable usage policies.
• Training & Guidance: Educate users on basic IT practices and provide guidance on using software and equipment effectively.
• Reporting: Generate and submit weekly reports on helpdesk ticket status, user satisfaction, common issues, compliance with policies, and support metrics.

Scope of the Role

• Technical Coverage: This role covers support for all company devices, including desktop computers, laptops, printers, mobile devices, and peripherals, as well as software applications and network connectivity.
• Team Collaboration: Work closely with IT teams, including Network, Systems, and Security teams, to escalate issues, improve IT processes, and ensure seamless support.
• Service Level Compliance: Ensure all tickets and support requests are resolved within established Service Level Agreements (SLAs).
• Availability: Availability to work in shifts and provide on-call support during peak times or as required.

Key Skills and Qualifications

• Educational Background: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Experience: 1-3 years of experience in IT support or helpdesk environment.
• Technical Skills: Proficient in Office 365, backup and recovery processes, Microsoft Intune, intra Azure Active Directory (AD), patch management, and vulnerability management. Knowledge of Windows, macOS, and Linux operating systems, and experience with remote support tools.
• Vendor Management: Experience in managing vendor relationships and handling IT subscriptions and invoicing.
• Problem-Solving: Strong troubleshooting skills with the ability to diagnose issues efficiently and effectively.
• Communication Skills: Excellent communication and interpersonal skills, with the ability to explain technical issues to non-technical users.
• Customer Service Orientation: Patient, customer-focused, and committed to providing a high level of support and satisfaction.
• Certifications (Optional): CompTIA A+, Microsoft Certified IT Professional (MCITP), or other relevant certifications are advantageous.

Work Environment

• Office-Based