Information Technology Support Specialist

AW Connect

Job Description

Roles & Responsibilities

Desired Candidate Profile

Provide first-line support for hardware, software, system, and network-related issues. Diagnose and resolve technical problems via phone, email, remote assistance, or in-person support. Log, track, and manage support tickets, ensuring timely and efficient resolution. Escalate complex or unresolved issues to higher-level IT personnel as needed. Install, configure, and maintain laptops, desktops, printers, scanners, and other peripherals. Perform software installation, updates, patches, and configuration in line with IT policies. Ensure all devices operate efficiently, securely, and in compliance with internal standards. Assist in monitoring overall network performance, stability, and security. Troubleshoot LAN, WAN, Wi-Fi, VPN, and general connectivity issues. Support user account management including password resets, access permissions, and system onboarding. Provide guidance to employees on proper use of systems, tools, and applications. Conduct IT onboarding for new employees (email setup, systems access, policy overview). Prepare user-friendly documentation, guides, and FAQs to support self-service learning. Perform routine health checks on systems, backups, antivirus tools, and security configurations. Maintain IT inventory including hardware, licenses, and accessories. Ensure all IT practices follow cybersecurity best practices and internal company policies. Coordinate with vendors for repairs, procurement, service renewals, and warranty claims. Support ongoing and upcoming IT projects such as system upgrades, migrations, and new software implementations. Maintain accurate records of IT assets, service logs, and user support requests.

Qualifications

• Bachelor s degree in Information Technology, Computer Science, Computer Engineering, or a related field (preferred).
• 5 8 years of experience in IT Support, preferably in a corporate, multi-user environment.
• Knowledge of networking fundamentals (LAN, WAN, Wi-Fi, VPN).
• Experience with Microsoft 365, email configuration, cloud-based applications.
• Ability to troubleshoot printers, scanners, and other office peripherals.
• Knowledge of antivirus systems, cybersecurity best practices, and system update protocols.
• Basic experience with Active Directory, account creation, and permission setup.

Behavioral & Soft Skills

• Strong problem-solving and analytical abilities.
• Excellent communication and customer service skills.
• Ability to manage time, prioritize tasks, and work efficiently under pressure.
• High attention to detail, professionalism, and discipline.
• Ability to work independently and collaboratively within a team.

Preferred Certifications (an advantage)

• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation Certification
• Cisco CCNA (basic networking knowledge preferred)
• Google IT Support Professional Certificate