IT User Support Specialist (Onsite)

Position Summary

Provide frontline technical assistance to end users by diagnosing, troubleshooting, and resolving hardware, software, and network issues. The role ensures smooth day‑to‑day technology operations by responding to service requests, maintaining computer systems, installing and configuring equipment, and supporting business applications. The IT Support Specialist must also document solutions, escalate complex problems to higher‑level teams, and contribute to system improvements through proactive monitoring and maintenance. Success in this role requires strong communication skills, the ability to translate technical concepts into clear, practical guidance for users and an eagerness to take initiative to improve processes and solve problems.

Essential Responsibilities

Provides end-user desktop support via remote support tools, phone calls and in person visits.

Actively listen to understand customer needs and adapt communication methods to the customer (phone, tickets, chat).

Creates, reviews, and completes help desk tickets in an efficient manner, writing clear, detailed notes within tickets.

Ensure tickets are resolved within defined SLA’s.

Set up, configure, and install new workstations, laptops, software, and peripheral devices.

Track and maintain inventory of IT hardware assets and software licenses.

Create, update, and maintain Standard Operating Procedures (SOPs), knowledge base articles, and user guides.

Train users on new software, hardware, and best practices for maintaining IT security.

Analyze and resolve hardware, software and network issues.

Work with other IT staff, managers, and external vendors to resolve complex issues.

Assists with system administration tasks, including server upgrades, updates, patches, deployments.

Coordinates with vendors as applicable to execute projects.

Onboarding and offboarding users (Windows, email accounts, and other business applications).

Take detailed notes of work performed before escalating tickets when required.

Performs other duties as assigned.