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Key Responsibilities and Required Skills for IT Technical Support Specialist

💰 $ - $

🎯 Role Definition

We are seeking an experienced IT Technical Support Specialist to provide exceptional end‑user support for desktop, laptop, mobile, and networked systems across the organization. The IT Technical Support Specialist will be the primary point of contact for help desk tickets, troubleshoot hardware and software issues, maintain system access using Active Directory and identity management tools, deploy and update software via SCCM/Intune, and deliver remote support using standard tools. This role requires strong technical troubleshooting, customer service, documentation, and familiarity with common enterprise platforms such as Microsoft 365, Windows, macOS, VPN technologies, and ticketing systems (ServiceNow, Jira). Ideal candidates will have 1–5+ years of hands‑on technical support experience, relevant certifications (CompTIA A+, Microsoft 365, ITIL Foundation preferred), and the ability to work independently and within cross‑functional teams.

Keywords: IT Technical Support Specialist, help desk technician, desktop support, remote support, Active Directory, Microsoft 365, SCCM, Intune, VPN, ServiceNow, troubleshooting, hardware repair, networking.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Technician / Tier 1 Support
  • Desktop Support Technician
  • IT Intern / Junior Technical Support

Advancement To:

  • Senior IT Support Specialist / Tier 2 Support
  • Systems Administrator / Endpoint Engineer
  • IT Support Team Lead / IT Support Manager

Lateral Moves:

  • Network Support Technician
  • Security Operations Center (SOC) Analyst
  • Unified Communications / VoIP Specialist

Core Responsibilities

Primary Functions

  • Serve as the first and second line of technical support, owning and resolving inbound help desk tickets from creation to closure using a ticketing system (ServiceNow, Jira, Zendesk), and ensuring clear, timely communication with end users and stakeholders.
  • Diagnose and troubleshoot hardware issues on desktops, laptops, docking stations, printers, and peripherals — including component replacement, firmware updates, and vendor RMA coordination to minimize user downtime.
  • Troubleshoot and resolve software incidents for Windows 10/11 and macOS, including application crashes, OS updates, driver conflicts, and compatibility issues while documenting root causes and permanent fixes.
  • Manage user accounts, group memberships, and access controls in Active Directory and Azure AD; perform password resets, account provisioning/deprovisioning, and enforce least‑privilege access policies.
  • Deploy, patch, and update endpoint systems using configuration management and deployment tools such as Microsoft Endpoint Configuration Manager (SCCM) and Microsoft Intune to maintain security and compliance posture.
  • Provide remote support via tools such as Microsoft Teams, Remote Desktop, TeamViewer, AnyDesk, and VNC to resolve issues quickly for distributed and hybrid workforces.
  • Support Microsoft 365 (Exchange Online, Outlook, OneDrive, Teams, SharePoint) administration tasks and troubleshoot mail flow, sync, and collaboration issues impacting user productivity.
  • Configure and support VPN clients, multi‑factor authentication (MFA), and secure remote access solutions to enable safe off‑network connectivity and ensure corporate security requirements are met.
  • Perform triage and remediation for common network issues (TCP/IP, DNS, DHCP, Wi‑Fi connectivity) in collaboration with network engineering to restore connectivity and identify recurring problems.
  • Manage and troubleshoot VoIP/telephony endpoints and conferencing equipment, including provisioning, call quality investigations, and integration with unified communications platforms.
  • Maintain and execute imaging processes, standard OS builds, and software packaging for rapid provisioning of new or replacement endpoints using industry standard tools and automation where possible.
  • Conduct regular preventative maintenance, hardware lifecycle management, and asset tracking — updating inventory systems and coordinating refresh cycles with procurement teams.
  • Implement security best practices on endpoints, including antivirus/EDR deployment and remediation, OS hardening, patch management, and supporting vulnerability remediation activities.
  • Escalate complex technical incidents to Tier 2/3 engineers or third‑party vendors and follow through on resolution, ensuring detailed incident notes and post‑mortem information are added to the ticket.
  • Create, update, and maintain clear, searchable documentation, runbooks, and knowledge base articles for common support scenarios to increase first‑contact resolution and enable self‑service.
  • Provide onboarding and offboarding support including workstation setup, account provisioning, MFA enrollment, software access, and secure data transfer or account disabling during employee transitions.
  • Participate in incident response activities for IT outages, including on‑call rotations, after‑hours support, and coordinated communication with leadership and affected users during major incidents.
  • Train end users on desktop productivity tools, security hygiene, and standard operating procedures to improve adoption of supported technologies and reduce repeat incidents.
  • Assist in projects related to endpoint migrations, software rollouts, and small‑scale infrastructure changes; validate pre/post‑implementation states and report issues found during testing.
  • Maintain compliance with corporate policies, ITIL processes, and regulatory requirements by following change control, asset management, and documentation standards for all support activities.
  • Monitor and report on help desk metrics such as ticket volumes, SLA attainment, MTTR (Mean Time to Resolution), and user satisfaction scores; propose process improvements using data‑driven insights.
  • Coordinate with vendors for warranty support, escalations, and contract management to resolve hardware or software vendor related incidents in a timely manner.

Secondary Functions

  • Assist IT leadership with technology evaluations and pilot programs by providing frontline feedback, test results, and user impact assessments to guide procurement and rollout decisions.
  • Support ad‑hoc reporting requests for asset utilization, software licensing, and support trends to inform budgeting and capacity planning discussions.
  • Contribute to the continuous improvement of the support organization by participating in root cause analysis, post‑incident reviews, and cross‑functional retrospectives.
  • Mentor less experienced support staff, deliver internal training sessions, and help maintain a positive team culture focused on knowledge sharing and customer centricity.
  • Participate in scheduled maintenance windows and perform controlled changes and system health checks under approved change management procedures.

Required Skills & Competencies

Hard Skills (Technical)

  • Proven troubleshooting and problem‑resolution experience supporting desktop and laptop environments (Windows 10/11, macOS).
  • Active Directory & Azure AD administration: user provisioning, group policy, authentication, and account lifecycle management.
  • Microsoft 365 (Office 365) administration and troubleshooting including Exchange Online, Outlook, Teams, OneDrive, and SharePoint.
  • Endpoint management and deployment using SCCM / Microsoft Endpoint Configuration Manager and/or Microsoft Intune.
  • Hands‑on experience with remote support tools (TeamViewer, AnyDesk, Remote Desktop, Microsoft Teams remote assistance).
  • Strong familiarity with networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting, and basic LAN/WAN concepts.
  • Experience with ticketing and ITSM platforms such as ServiceNow, Jira Service Desk, Zendesk, or Freshservice.
  • Knowledge of imaging and deployment tools (Ghost, MDT, Autopilot) and best practices for OS provisioning and software packaging.
  • Endpoint security management: antivirus, EDR tools, patch management, MFA, and basic incident response procedures.
  • VoIP/telephony troubleshooting and support for desk phones, softphones, and conferencing hardware.
  • Hardware diagnostics and repair skills for desktops, laptops, docking stations, monitors, and printers.
  • Familiarity with mobile device management (MDM) platforms and support for iOS and Android devices.
  • Basic scripting and automation skills (PowerShell, bash) to create efficient support workflows and repetitive task automation.
  • Experience with cloud services (Azure, AWS) fundamentals as they relate to identity, resources, and remote access.
  • Knowledge of backup and recovery concepts for endpoints and user data protection.

Soft Skills

  • Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non‑technical users.
  • Strong customer service orientation with patience, empathy, and a solutions‑focused mindset.
  • Analytical problem‑solving skills and the ability to prioritize multiple concurrent issues under SLA pressure.
  • High attention to detail and strong documentation habits to ensure knowledge transfer and compliance.
  • Team player who collaborates effectively with IT peers, vendors, and business stakeholders.
  • Adaptability and eagerness to learn new technologies and improve processes in a fast‑changing environment.
  • Time management and organizational skills to manage ticket queues, projects, and on‑call responsibilities.
  • Proactive attitude toward continuous improvement and contributing to knowledge base and process enhancements.
  • Ability to remain calm during incidents and drive prioritized actions to restore service quickly.
  • Ethical behavior and respect for confidentiality when handling sensitive user and company information.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED required; Associate degree in Information Technology, Computer Science, or related field preferred.

Preferred Education:

  • Bachelor's degree in Computer Science, Information Systems, Information Technology, or related discipline.
  • Relevant professional certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or ITIL Foundation are highly advantageous.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Network Administration
  • Cybersecurity
  • Systems Administration

Experience Requirements

Typical Experience Range: 1–5 years of hands‑on technical support / help desk experience in an enterprise or mid‑sized environment.

Preferred:

  • 3+ years delivering end‑user support with exposure to ticketing systems, Active Directory/Azure AD, Microsoft 365, endpoint management (SCCM/Intune), and basic networking.
  • Demonstrated history of improving support processes, creating documentation, and contributing to cross‑functional IT projects.
  • Prior experience in regulated industries or environments with strict compliance requirements is a plus.
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