Information Technology Support Specialist

About the Company

We are a leading technology solutions provider committed to delivering exceptional service and support to our clients. Our mission is to empower businesses through innovative technology, fostering a culture of collaboration, integrity, and excellence.

About the Role

The Onsite Deskside Support (L1/L2) role is essential in providing comprehensive technical support for desktop and laptop systems, ensuring seamless operations for end-users.

Responsibilities

• Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
• Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
• Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
• Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administered approved software installations, updates, and security patching in coordination with IT policies.
• Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
• Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
• Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
• Assisted with Active Directory tasks, basic user account management, and smart hands support.
• Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
• Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.
• Followed ITIL practices for incident, problem, and service request management in corporate environments.

Required Skills

• Technical support experience for desktop and laptop systems.
• Proficiency in troubleshooting hardware and software issues.
• Experience with SCCM, Intune, and ServiceNow.
• Knowledge of security protocols and antivirus monitoring.

Preferred Skills

• Familiarity with Windows OS environments and mobile device support.
• Basic MAC device handling experience.
• Experience with Active Directory tasks.

Equal Opportunity Statement

We are an equal opportunity employer and are committed to fostering a diverse and inclusive workplace. We encourage applications from individuals of all backgrounds and experiences.