IT Support Specialist

Job type: Contract

The IT Support Specialist provides Level 2 technical support to employees and customers. The role diagnoses and resolves issues with desktops, laptops, mobile devices, applications, peripherals, and network connectivity. It also handles escalated incidents and service requests, keeps users informed, and escalates complex issues to the appropriate technical teams.

This is a 100% on-site role requiring travel to multiple company locations to provide technical support, resolve escalated issues, and support hardware deployments and refreshes.

Responsibilities

• Provide Level 2 support for desktops, laptops, mobile devices, peripherals, applications, and other end-user technologies.
• Troubleshoot and resolve escalated incidents and service requests requiring advanced or on-site desktop support.
• Install, configure, upgrade, and maintain hardware, software, operating systems, and productivity applications.
• Support device deployments, hardware refreshes, equipment moves, additions, changes, and returns in line with asset management procedures.
• Document troubleshooting steps, resolutions, and recurring issues in ticketing and knowledge management systems.
• Work with Level 1 support, infrastructure and application teams, and external vendors to resolve issues and restore services.
• Travel to company divisions and work locations for on-site support, escalations, technology deployments, and business operations.
• Accommodate scheduled site visits, urgent on-site support needs, and cross-divisional technology initiatives.
• Follow IT service delivery procedures, operational standards, and customer service guidelines.
• Provide timely updates to management and end users on incident status, progress, and outstanding issues.
• Maintain effective relationships with end users and contribute to improved service delivery and operational efficiency.

Qualifications and experience

• Bachelor’s degree and at least 5 years of relevant experience, or a master’s degree and at least 3 years of relevant experience.
• Equivalent relevant work experience may be considered in place of a degree.
• Relevant technical training and certifications are preferred, where applicable.
• Strong understanding of technical concepts, practices, and procedures relevant to IT service delivery and end-user support.
• Ability to manage multiple moderately complex projects or contribute to components of larger projects.
• Ability to work independently on routine assignments and seek guidance on unfamiliar or complex tasks.
• Ability to share knowledge with less experienced team members and present technical findings and project updates as needed.

Skills: Desktop support, call center support