Job description
The IT Support Specialist (Level 1) provides first‑line technical support to employees within a professional services firm. This role is providing timely assistance for common technical issues, supporting day‑to‑day IT operations, and ensuring adherence to service standards in a professional services environment.
Key Responsibilities
Key Responsibilities
- Provide first-level IT support for hardware, software, and network issues across the firm.
- Assist with troubleshooting and resolving technical problems in a timely manner.
- Serve as the first point of contact for IT support requests through the ticketing system, email, phone, or in person.
- Resolve routine hardware, software, and connectivity issues independently
- Perform setup, configuration, and basic troubleshooting of desktops, laptops, printers, mobile devices, and peripherals.
- Provide support for operating systems, email, and collaboration tools.
- Handle user account administration tasks such as password resets and access requests.
- Assist with employee onboarding and offboarding, including device preparation and system access setup.
- Maintain accurate records of incidents, service requests, and IT assets.
- Follow established IT procedures, security policies, and data protection standards.
- Provide clear communication and timely updates to users throughout issue resolution.
- Contribute to IT documentation and basic user guides.
- Assist in IT projects such as system upgrades, migrations, and compliance audits.
- Bachelor’s degree in Information Technology or a related discipline
- 1–3 years of experience in an IT support, helpdesk, or service desk role
- Working knowledge of Windows operating systems and Microsoft 365
- Familiarity with common office hardware and business applications
- Basic understanding of IT troubleshooting and support processes
- Strong customer service mindset and communication skills
- Ability to manage multiple requests in a professional and structured environment
