What are the responsibilities and job description for the IT Support Specialist position at OPS SALES COMPANY?
IT Support Specialist
(Help Desk & Desktop Support – Entry to Mid-Level)
Position Summary
The IT Support Specialist provides first-level technical support to end-users by troubleshooting hardware, software, and network-related issues. This role is responsible for ensuring timely resolution of support requests, setting up equipment, and maintaining a reliable IT environment that supports daily business operations.
Key Responsibilities
- Provide first-level troubleshooting and resolution for common technical issues, including:
- Windows and macOS operating systems
- Microsoft 365 applications (Outlook, Teams, Word, Excel, etc.)
- Hardware issues (desktops, laptops, monitors, printers, peripherals)
- Network connectivity (Wi-Fi, VPN, basic LAN troubleshooting)
- Software installation, updates, and configuration
- Password resets, account unlocks, and basic Active Directory/Azure AD tasks
- Set up, configure, and deploy desktops, laptops, printers, and mobile devices for employees
- Manage user accounts, permissions, and passwords in Active Directory or Azure AD
- Assist with employee onboarding and offboarding (account setup, equipment provisioning, email configuration)
- Support Microsoft 365 and other business-critical applications
- Perform basic hardware repairs and component replacements (e.g., RAM, hard drives, peripherals)
- Coordinate warranty and RMA processes with vendors as needed
- Configure and deploy new workstations, including imaging and software installation
- Maintain accurate hardware inventory and asset tracking records
- Escalate complex technical issues to senior IT staff or vendors with proper documentation
- Provide user training and guidance on best practices and self-service tools
- Participate in IT projects such as hardware refreshes and software rollouts
Qualifications
- 1–3 years of experience in a help desk or desktop support role
- Strong troubleshooting skills in Windows environments (macOS experience a plus)
- Hands-on experience with Microsoft 365 / Office applications
- Familiarity with Active Directory, user provisioning, and group policies
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Experience troubleshooting both hardware and software issues
- Excellent customer service and communication skills (verbal and written)
- Strong organizational skills with the ability to manage multiple tasks simultaneously
- Self-motivated and able to work independently as well as part of a team
Preferred Qualifications
- CompTIA A , Network , or Microsoft certifications
- Experience with Mobile Device Management (MDM) platforms such as Intune or Jamf
- Familiarity with endpoint security tools and antivirus management
- Exposure to Azure or other cloud-based environments
- Basic scripting knowledge (PowerShell, batch) for task automation
Work Environment & Expectations
- Office-based role with occasional physical work (lifting, moving equipment, workstation setup)
- May require supporting users across multiple departments or locations
- Ability to respond to urgent support needs in a timely and professional manner