What Does An IT Support Specialist Do?

WHAT DOES AN IT SUPPORT SPECIALIST DO?

Published: Nov 04, 2025 - The Information Technology (IT) Support Specialist delivers in-person and virtual support for Windows, Mac, and enterprise application integrations. This role handles hardware/software setup, imaging, workstation deployment, onboarding/offboarding, and Jira help desk management. The specialist also leads on-site infrastructure upgrades and maintains system documentation while recommending improvements.

A Review of Professional Skills and Functions for IT Support Specialist

1. IT Support Specialist Duties

Hardware Support: Troubleshoot hardware and software issues related to internal IT, manufacturing, and warehouse functionalities
System Management: Deploys, configures, and maintains specialized business systems, printers, network hardware, and other peripherals in support of key business units and ensures that they are effectively managed.
User Support: Provide high levels of customer service, being the face of IT for all users in the office and remotely
Equipment Setup: Set up and removal of all technical equipment
Help Desk: Respond to and administer the help desk ticket system
Asset Tracking: Maintain accurate inventory and reporting of all hardware and software assets
IT Operations: Help build, support, and set direction for IT Operations
Phone Systems: Maintain and ensure full functionality of phone systems at all times

2. IT Support Specialist Details

Technical Support: Provide technical assistance and support for incoming user issues in a primarily Windows environment
Ticket Management: Utilize the Help Desk ticketing system to log problem resolutions
Computer Deployment: Set up and deploy new computers using the standard imaging process and configuration procedures
Hardware Maintenance: Install, modify, and repair computer hardware and software
Telecom Administration: Assist with Mitel telecommunications systems administration
User Onboarding: Onboard new Team Members by creating accounts in Active Directory and other applications
Mobile Support: Mobile device setup and troubleshooting
Network Configuration: Light server, network, and firewall configuration and troubleshooting
Documentation Creation: Create procedures and user-focused instructions

3. IT Support Specialist Responsibilities

IT Support: Provide full-time IT support across the company, both remotely and in person, while providing excellent internal customer service
Equipment Setup: Prepare and configure computers and other necessary equipment for new hires and execute a seamless onboarding process
Issue Resolution: Resolve software and hardware issues by fielding emails and phone calls, and diagnosing and fixing problems
Request Management: Manage and prioritize support requests and complete them promptly
AV Support: Serve as the main point of contact for AV issues and troubleshoot
Equipment Maintenance: Repair, replace, and maintain employee equipment
Asset Tracking: Create processes to track tech equipment and ensure that it is recorded according to company standards
Equipment Processing: Process returned equipment and prepare for reuse
Office Setup: Help set up new office spaces and provide support
Onboarding Assistance: Assist the office team with cleaning and setup up technology equipment for new hires
Account Setup: Set up accounts for new users in G-Suite, Salesforce, Adobe, Microsoft, Jive, Twilio, and Zoominfo
Process Development: Develop new processes and find creative solutions to tech issues
Tech Research: Research and implement new tech solutions to keep the company up to date and protected
Remote Support: Provide IT support to all of the office locations, including the remote workforce

4. IT Support Specialist Job Summary

Policy Management: Maintains various policy and procedure documents
Call Handling: Provides first call resolution or triage for all calls
Reporting Management: Provides reports to an agreed schedule (or on request), including management summary, KPIs, and detailed performance reports
Incident Logging: Ensures accurate logging of incidents, service requests, access requests, and changes
Ticket Creation: Ensures that for every call and/or reported event, a ticket is created in both a timely and accurate manner
Knowledge Management: Ensures updates to the Knowledge Base (KB) with all troubleshooting performed, and the resolution is made
Troubleshooting Support: Utilizes the KB and other support documentation to identify, isolate, diagnose, and resolve end-users' technical problems and provide information and status
Issue Diagnosis: Completes initial diagnosis and progresses all issues in a timely fashion to meet customer SLAs, resolving the incidents
Ticket Escalation: Escalates tickets to the appropriate specialists
Vendor Coordination: Forward tickets/requests to 3rd party suppliers and manage the progress of these through to closure
Risk Monitoring: Monitors risks, issues, action logs, and dependencies
Account Management: Manages service desk mailbox and VPN accounts
Performance Management: Manages analyst performance with a focus on adherence to SLA achievement, customer focus, proactive problem solving and incident avoidance, and expected telephony occupancy
Team Collaboration: Works with other engineers to resolve incidents
Network Configuration: Install and configure wireless APs, routers, switches, printers, server hardware and software, and ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network

5. IT Support Specialist Accountabilities

O365 Administration: Administer O365 Groups, Sites, and Teams
System Maintenance: Maintain, analyze, and repair hardware and software
Ticket Resolution: Respond to tickets, troubleshoot, and resolve problems promptly
Policy Enforcement: Support and enforce information technology (IT) policies
System Configuration: Set up and configure new systems, new applications, and upgrades
User Management: Manage user account information, permissions, and rights, including Active Directory
User Support: Support both on-prem and field users
Patch Management: Support OS patch management
Meeting Support: Support both Teams and Zoom meetings

6. IT Support Specialist Functions

Technical Support: Provide 1st and 2nd line technical support covering all areas of company-supported computer applications and platforms in person, via phone, or remotely
Issue Escalation: Act as an escalation point for other team members
Problem Troubleshooting: Troubleshoot and research issues
Customer Service: Provide excellent customer service
System Installation: Install, upgrade, and support Windows OS and any other authorized applications
System Build: Build servers and workstations using custom images or instructions
Documentation Creation: Produce guides and other documentation to aid customers and other technical support staff
System Monitoring: Proactively monitor IT systems to reduce system downtime

7. IT Support Specialist Job Description

Security Compliance: Adhere to all IT security policies and assist in enforcing the monitoring of IT security policies
Vulnerability Management: Identify potential vulnerabilities and suggest resolutions
Ticket Management: Open tickets and follow up with communications carriers
Data Backup: Perform file backup and restores
Problem Resolution: Resolve technical problems at the lowest possible level
Issue Escalation: Escalate unresolved or recurring problems
Staff Communication: Update staff on enterprise-wide problems and troubleshooting efforts
Issue Follow-up: Follow up on recently corrected issues

8. IT Support Specialist Overview

Customer Support: Provide in-person/virtual customer service and issue triaging
Desktop Support: Provide Desktop/Laptop support for Windows OS and Mac OS platforms, and integrations
Application Support: Serve as the primary point of contact for all support issues related to Windows, the MS Office suite of applications, and their integration with external enterprise applications
System Administration: Manage the administration, installation, and troubleshooting of corporate hardware, software, and services
Device Imaging: Rebuild and image PC, Macs, and Chromebooks for deployment
Workstation Setup: Set up physical workstations at remote locations, including desktops, laptops, docking stations, and monitors
Employee Onboarding: Contribute to the employee onboarding and offboarding process
Facilities Support: Work with Office/People Ops on facilities-related system issues
Project Coordination: Multitask and contribute to multiple projects
Documentation Management: Develop and maintain documentation of hardware, systems, software, and licensing
System Improvement: Recommend improvements and enhancements to existing systems
Project Leadership: Lead technical on-site projects for installations and upgrades of infrastructure
Help Desk Management: Be responsible for the day-to-day Jira help desk issues and be able to escalate

9. IT Support Specialist Details and Accountabilities

Desktop Support: Day-to-day operational support of a complex desktop environment, including a large virtual desktop population, for a broad range of internal clients
Escalation Management: Manage escalations from the technology Service Desk through to conclusion
Advanced Troubleshooting: Perform advanced desktop troubleshooting (desktop operating systems, standard MS Office applications, and a large range of proprietary technologies)
Environment Understanding: Develop a thorough understanding of the local and global production environment
Incident Management: Incident resolution and problem management across a broad range of technical issues
Cross-Team Collaboration: Interact with other support groups (local and global) within the firm across multiple platforms
Technical Leadership: Act as a local technical lead on global projects
Project Management: Manage locally initiated projects
Continuity Planning: Provide technical input into local business continuity plans, as well as supporting ongoing testing
Application Management: Manage vendor applications through the full product lifecycle, including security reviews, scripting, testing, deployment, and ongoing support
Infrastructure Support: Provide local infrastructure support across a range of technologies, including network, voice, and server

10. IT Support Specialist Tasks

System Installation: Installing and updating servers/workstations and software packages, resolving any issues occurring during the process
Hardware Troubleshooting: Testing and troubleshooting workstations, laptops, the network, and other hardware devices
Network Security: Maintaining the security of the servers and the overall network of the company
User Support: Providing guidance to end-users and ensuring the complete resolution of problems
Project Collaboration: Working with the IT team towards the completion of new projects and the implementation of new systems
Team Leadership: Overseeing, leading, and supervising technology support efforts and solutions across the firm
Process Improvement: Identifying and creating best practice helpdesk, call center, and technology support methodologies
Retail Support: Provide basic day-to-day retail support for all technologies within the store

11. IT Support Specialist Roles

Device Configuration: Configure desktops, laptops, smartphones, telephones, multifunction WorkCenters, or printers per the standard configuration process by the Local IT Manager
Office Support: Support and maintain day-to-day requests for office setups, which include PC hardware and telephone equipment
Conference Support: Provide technical support for conference room meetings
Video Maintenance: Maintain video equipment for internal and external use
Vendor Coordination: Contact and work with vendors to troubleshoot and resolve issues with smartphones, PCs, printers, and AV equipment
Daily Operations: Performs daily support activities in accordance with the Firm’s standard operating procedures
Team Collaboration: Participate in regularly scheduled team/project meetings
Asset Management: Maintain IT asset inventory

12. IT Support Specialist Additional Details

Equipment Setup: Set up equipment and access (including network and pertinent application access) for employee use, performing proper installation of hardware, operating systems, and application software
Incident Resolution: Analyze and provide technical solutions to new and ongoing incidents and requests within SLA agreements, documenting solutions
Root Cause: Develop a root cause analysis and a corrective action plan
Customer Service: Maintain a high level of customer service for all incidents, including ensuring that customers are provided with regular updates
User Onboarding: Assist with onboarding of all new users, including PC setup and deployment for new employees using standard hardware, images, and software
Issue Escalation: Route and escalate non-Tier1/2 issues to respective responsible parties, conduct periodic follow-up, and maintain resolution status
Ticket Management: Log, track, document, and resolve incoming requests using the help desk software solution
Inventory Management: Maintain inventory of all equipment, software, and software licenses
Team Collaboration: Work closely with Corporate IT, Ops, and Infrastructure teams to align projects and processes

13. IT Support Specialist Essential Functions

IT Projects: Contribute to IT enhancements or projects, performing small configurations and tests, by extracting or loading data, or as user support, on Factory company systems and infrastructures
System Maintenance: Support and preventive maintenance on Operation Systems (MES, WMS, MRP)
Issue Troubleshooting: Software and hardware troubleshooting, identifying issues with new hardware or software, and working with users or on the back end of servers to quickly resolve those issues and prevent delays
Infrastructure Maintenance: Software and infrastructure maintenance
System Optimization: Make sure hardware and software are up-to-date and in optimal conditions to minimize risks
Network Management: Manage networks and telecommunications, performing setup, enhancement, and maintenance tasks
Connectivity Assurance: Ensure that industrial workstations can always connect to networks and access business-critical data
Network Configuration: Configure network security settings and connect peripheral devices, like printers and scanners, that are used by multiple users
ERP Support: User support on standard ERP processes

14. IT Support Specialist Role Purpose

End-User Support: Deliver high-quality support to all end-users courteously and professionally
System Maintenance: Perform installations, upgrades, configuration, maintenance, troubleshooting, and fine-tuning of servers, desktops, and laptops (Windows and Mac)
Server Administration: Good knowledge of Windows Server, Active Directory, and Windows networking
Network Support: Good knowledge of wired and wireless networks
Device Deployment: Installation and deployment of network printers and phone systems
Equipment Handling: Relocate IT equipment, including desktop computers, printers, monitors, phones, and other general peripherals
Helpdesk Management: Actively manage IT Helpdesk requests
Asset Management: Maintain an inventory of company assets
Server Setup: Rack and stack of servers, server cabling, and patching

15. IT Support Specialist General Responsibilities

Operational Support: Escalation point for local site MFTS ICT operational issues and flying training events
On-Site Assistance: On-site assistance and local workarounds to deter contract penalties and service credits
User Training: Act as a super user for all military personnel and provide training and assistance for the Ascent Contract and its particulars, including presentations, student graduations, aircraft availability, etc
Human Factors: Support of human factors and error management, specifically for UKMFTS
Equipment Support: Assist with the numerous deliveries of equipment/systems that fall outside of BIS/Picasso's responsibility
Simulator Management: Management of GBTE (simulator) incidents and relationship management with Lockheed Martin for all issues with simulators on site
Asset Management: Asset management of contract-specific assets, including hardware and user accounts, ensuring alignment with LTA and contractual requirements
Course Liaison: Course cohort liaison, including refresher training
Student Support: Assisting with lessons for students across UKMFTS, being on-site daily for each lesson

16. IT Support Specialist Key Accountabilities

Onboarding Support: Assist with the delivery of the responsibilities for new starters (students and Ascent staff) and leavers
Asset Preparation: Manage and prepare all assets required for deployment by Ascent, including for training events
Audit Compliance: LTA audits to be carried out periodically to ensure contractual and governance compliance
Incident Management: 2nd Line fault diagnosis and incident management to agreed standards and SLAs with UKMFTS Contract
Technical Planning: Assist with all technical refresh planning to ensure minimal interruption to service delivery
Regulatory Compliance: Ensure compliance with Babcock and the Customers' regulations and procedures
Safety Compliance: Ensure the Company's health, safety, and environmental procedures are implemented and complied with at all times
Callout Support: Participate in and support a rostered callout arrangement on a rotational basis
Service Desk Support: Support the Service Desk to ensure the call answering SLA is met

17. IT Support Specialist Roles and Details

Technical Assistance: Respond to requests for technical assistance (in person, via phone, email, and Ticket Support center)
Issue Resolution: Diagnose and resolve technical hardware and software issues
System Installation: Install and troubleshoot end-user equipment, software, hardware, multimedia, and telecommunications systems
Procurement Support: Support IT purchasing upon demand
Client Support: Provide guidance, assistance, coordination, and follow-up on client questions and problems
Procedure Compliance: Follow standard IT procedures, logging all IT interactions and administering helpdesk software
Issue Escalation: Redirect problems to the appropriate resource
Urgent Response: Identify situations requiring urgent attention
System Setup: Set up of production and development IT systems

18. IT Support Specialist Responsibilities and Key Tasks

Technical Support: Providing 2nd/3rd line technical support for the organization and fulfilling support requests
Problem Analysis: Analysis of the production problems of the Epassi platform
Feature Development: Bug fixing, development of new features (self-service capabilities), and automation of the most common support requests
Issue Escalation: Escalation of support issues to product and development teams
Product Maintenance: Support and maintenance of product configuration
API Maintenance: Maintenance of existing API-based integrations (configurations, support)
Partner Coordination: Coordination and support of partners’ activities during integrations
Report Preparation: Ad hoc reports/statistics preparations
System Monitoring: Monitoring of the production system

19. IT Support Specialist Duties and Roles

Hardware Provisioning: Provide and replace hardware equipment
Software Access: Provide standard software access
Workspace Setup: Ensure desk/meeting room/new workspace or office setups
Issue Resolution: Identify, diagnose, and resolve technical issues
Issue Tracking: Document, track, and monitor issues through a service desk
Knowledge Management: Refer to and propose help articles
Root Cause: Determine the root cause of problems, identify and document workarounds or permanent fixes in the IT knowledge base
Asset Inventory: Keep the IT asset inventory up to date
Process Improvement: Actively contribute to ongoing process improvements by taking the initiative
System Administration: Assist in the administration and maintenance of existing IT systems and the implementation of new IT technologies
Infrastructure Support: Assist in the administration and maintenance of AV, server, and network systems
License Management: Assist in software and SaaS license management duties to ensure compliance and cost controls

20. IT Support Specialist Functions

Helpdesk Support: Provide everyday helpdesk technical support to onsite and remote employees for the company’s tools (Office 365, Zoom, Slack, etc)
Hardware Support: Assist in resolving hardware issues that arise with employee computers, including coordinating with 3rd party hardware vendors on repairs and recalls
Hardware Administration: Administer physical hardware at the company’s corporate offices
Security Policy: Develop and enforce basic IT security policies (e.g., use of a password manager, standard anti-virus, etc) across all company computers and LANs
Security Training: Offer periodic IT security training to all employees
Asset Management: Maintain an asset management list with all hardware, software, and peripherals
Equipment Maintenance: Ensure all hardware, software, and peripherals are working properly in all conference rooms
Account Administration: Handle Office 365 and G-Suite administration
User Management: Maintain a user list of company-wide tools
Documentation Support: Assist employees with resolving basic issues and help create internal documentation around these products
Network Management: Manage and maintain network infrastructure at all offices
Infrastructure Monitoring: Monitor infrastructure issues and resolve or escalate to higher levels of support

21. IT Support Specialist Details and Accountabilities

Facility Maintenance: Check and rectify all the repairs, maintenance, and construction works, which reflect on the standard of the hotel
User Support: Ensure that all users are provided with the necessary support during their day-to-day activities
IT Services: Provide day-to-day services to the end-users, including the connection of PCs and laptops on the hotel network, creation and resetting of passwords for all business applications, managing software deployments, etc
Policy Compliance: Ensure compliance with pre-defined IT standards and policies
Service Response: Reply to the requests for assistance from end-users, either colleagues or guests, according to the tone of voice and policies and procedures of the hotel, using both telephone and email, to ensure responsiveness and compliance with SLAs
Ticket Management: Update all call requests and raise the respective tickets, supporting the provision of an end-user-oriented, efficient, and cost-effective service to internal clients
Issue Resolution: Provide solutions to simple technical issues of hardware and software while escalating more complex issues to the group-wide IT Service Desk for fast and accurate resolution
User Training: Contribute to the training of end-users on basic IT applications and fixes to ensure knowledge transfer and focus IT efforts on more complex issues
Guest Relations: Respond to guest and colleague queries in a friendly and efficient manner
Data Security: Ensure the security of all hotel data in accordance with company standards
Knowledge Development: Maintain an updated IT knowledge to enable continuous improvement of the services offered to users
Account Management: Create user accounts and allocate necessary access to users
Request Logging: Ensure that all requests to the IT Department are logged
Information Security: Maintain client confidence and protect operations by keeping information confidential

22. IT Support Specialist Additional Details

Technical Support: Provide level 1 technical support to the Contact Center
User Setup: Perform password resets, desktop/laptop setup, patching, and technical coordination of new hire/term processes
System Monitoring: Monitor and manage system health of all assigned systems, evaluating and reporting on their availability, performance, and capacity
Problem Resolution: Lead or drive processes to identify operational and security problems with assigned systems and provide technical support to resolve them promptly
Project Implementation: Participate in the design and implementation of enterprise-wide technical projects, ensuring delivered solutions meet identified requirements
System Upgrades: Research, plan, and coordinate upgrades and changes to existing systems and implementation of new systems and technology
Policy Compliance: Understand and comply with all departmental policies and procedures for incidents, requests, changes, problems, and systems management
Staff Training: Train and develop peers and support staff in systems monitoring, routine administration, and troubleshooting for assigned systems, occasionally working extended hours and/or nights and weekends
Vendor Coordination: Coordinate vendor support of assigned hardware, software, systems, and services

23. IT Support Specialist Essential Functions

Hardware Setup: Prepare, install, and maintain all data, PC, and telephony devices for end users
Workstation Management: Replace, update, and configure the workstations (newcomers, departures, internal moves)
Inventory Control: Control and manage the stock of devices and the relationship with providers
User Assistance: Answer requests by email, telephone, and personal attendance at the Riga Office
Device Management: Keep all IP phones, printers, computers, and meeting room equipment under control
Request Handling: Receive, register, classify, and prioritize inquiries
Initial Diagnosis: Make an initial assessment of all inquiries based on the agreed service level, making a first approach to the solution before proceeding with the second/third line’s help
Inquiry Escalation: Follow up and escalate inquiries according to the agreed service level
User Communication: Keep users and customers informed about the status and progress

24. IT Support Specialist General Responsibilities

Independent Operations: Functions independently in the absence of the supervisor
Clerical Support: Performs a variety of clerical duties to ensure the appropriate and timely recording of patient, medical staff, and employee information
Customer Communication: Communicates effectively and in a courteous manner with all customers in the hospital department
Information Provision: Provides general information on the telephone in accordance with established departmental and hospital policies and procedures
IT Communication: Communicates with staff in all areas of Information Technology Services
Equipment Maintenance: Recognizes equipment in need of repair or replacement and ensures that noted discrepancies are reported and/or corrected
System Operation: Operate all IT Support Services equipment and perform maintenance acceptably and satisfactorily in accordance with established department policies and procedures
Paging Response: Responds to paging requests in an effective and appropriate manner
Emergency Response: Responds to the emergency alarm system in an effective and appropriate manner
Password Management: Perform password reset functions for applications

25. IT Support Specialist Roles and Details

Issue Resolution: Respond to and resolve issues reported by Sovos employees
Ticket Management: Utilize the ticket tracking system to document the results of problem resolution sessions
System Preparation: Maintain responsibility for system preparation, including software installations and user configurations, for new and rebuilt systems for employees
Software Installation: Perform software installs, minor hardware repairs/maintenance, and assist with moving employees' desktop equipment
Customer Satisfaction: Take full responsibility for ensuring internal and external customer satisfaction
Performance Drive: Demonstrate initiative, drive, and determination to achieve results, success, and growth
Incident Management: Proactively manage high-severity and priority incidents from identification to resolution and escalation to the appropriate group
On-Call Support: Participate in emergency on-call support on a rotating schedule

26. IT Support Specialist Responsibilities and Key Tasks

Infrastructure Management: Manage all infrastructure, communication, office, and warehouse setups
IT Support: Support the IT requirements of business units and setups for customer projects in business units
Resource Monitoring: Follow up personally and with a third party to keep an eye on all IT resources
Security Assurance: Ensure physical and proactive security systems are established and followed as per KN standards, maintaining compliance with business continuity requirements
Issue Investigation: Investigate personally and with a third party, and report IT issues given by the National IT Manager
Procurement Management: Prepare all purchasing forms, manage IT stock, record all IT purchases in the equipment list, and prepare IT fixed asset labeling
System Monitoring: Work on monitoring and alert systems for all communications and IT devices
Client Support: Manage clients, including IT software and security setups, PC setups, help desk support, and user training on best usage and security issues

27. IT Support Specialist Duties and Roles

System Maintenance: Maintain in-house computer systems, desktops, and peripherals
Hardware Installation: Install and repair all hardware and equipment while ensuring workstation performance
Issue Troubleshooting: Troubleshoot problem areas accurately and provide end-user training
Service Response: Evaluate and respond to service requests with a resolution
Problem Analysis: Perform analysis and diagnosis of routine PC problems for end-users, and recommend and implement solutions
System Configuration: Install, configure, test, maintain, and troubleshoot end-user workstation software/hardware, networked peripheral devices, and networking software/hardware products
Asset Management: Maintain an inventory of all IT assets, including the history of hardware failure, repair, installation, and removal
Configuration Testing: Construct and test customized configurations based on the Security Software Engineer

28. IT Support Specialist Duties

PC Installation: Provides personal computer installation, maintenance, and support
Software Support: Provides PC and software support and maintenance
On-site Support: Travels on-site to branches in the respective division
Branch Setup: Assists in the preparation of new division branch openings
Inventory Management: Provides support to maintain the inventory of computer-related equipment located in the division
Network Support: Assists in local network administration and telephone support
Team Communication: Maintains effective communication with other internal IT teams
Work Attendance: Maintains good punctuality and attendance at work

29. IT Support Specialist Details

Customer Support: Provide first-level contact and convey resolutions to customer issues
Issue Escalation: Properly escalate unresolved queries to the next level of support
Problem Routing: Track, route, and redirect problems to correct resources
Documentation Management: Update customer documentation and produce activity reports
Guided Assistance: Walk customers through the problem-solving process
Customer Follow-up: Follow up with customers, provide feedback, and see problems through to resolution
Service Excellence: Utilize excellent customer service skills and exceed customers’ expectations
Ticket Closure: Ensure proper recording, documentation, and closure
Process Improvement: Recommend procedure modifications or improvements
Knowledge Management: Preserve and grow the knowledge of help desk procedures, products, and services

30. IT Support Specialist Responsibilities

System Support: Support a variety of systems, such as Point of Sales and Business Intelligence
Request Management: Handle support and service requests, assist with escalations, and implement projects
Trend Analysis: Evaluate documented resolutions and analyze trends for ways to prevent future problems
Technology Improvement: Stay informed of the latest business trends and standards in hospitality IT and make recommendations for improvements
Deployment Assistance: Assist in software and hardware roll-outs and communication to the end users
Project Implementation: Travel to multiple hotels to implement projects for supported systems
Technical Support: Provide level 2 technical support for supported systems by investigating all reported incidents and problems, ensuring issues are recorded within the ticket system and resolved promptly
On-Call Support: Be part of an after-hours on-call rotation with other team members for emergency and after-hours incidents

31. IT Support Specialist Job Summary

Documentation Management: Create and maintain documentation for supported systems
User Communication: Develop documents for a variety of audiences, including end users
Request Prioritization: Prioritize and schedule service requests, incidents, and problems appropriately
System Optimization: Ensure all systems and business applications are running at their best to minimize downtime
Failure Prevention: Be proactive as much as possible and collect/interpret data to predict and prevent failures
System Knowledge: Identify and learn the appropriate software and hardware used and supported by the organization
Technical Repair: Perform hands-on fixes at the workstation level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Fix Verification: Test fixes to ensure the problem has been adequately resolved
Stakeholder Follow-up: Perform post-resolution follow-ups with stakeholders

32. IT Support Specialist Accountabilities

Technical Assistance: Respond to requests for technical assistance in person, via phone, email, and the Ticket Support center
Issue Resolution: Diagnose and resolve technical hardware and software issues
System Installation: Install and troubleshoot end-user equipment, software, hardware, multimedia, and telecommunications systems
Client Support: Provide guidance, assistance, coordination, and follow-up on client questions and problems
Procedure Compliance: Follow standard IT procedures, logging all IT interactions and administering IT software
Infrastructure Management: Fully support, configure, maintain, and upgrade corporate IT infrastructure, including servers, networks, and firewalls
Urgent Escalation: Identify and escalate situations requiring urgent attention
Procurement Support: Support IT purchasing upon demand

33. IT Support Specialist Functions

Helpdesk Support: Support local and remote staff via the IT Ticketing system, email, desk-side support, and phone calls
Issue Resolution: Identify, troubleshoot, and resolve technical issues with computer systems, applications, network connectivity, mobile devices, and printers
Account Management: Create and update user accounts and permissions following established procedures
AV Support: Troubleshoot video conferencing, audio/video equipment, and phones in conference rooms
Documentation Management: Develop and maintain technical documentation
Issue Escalation: Be the first point of contact for support issues, actively resolve or escalate issues with senior IT staff
Project Participation: Participate in IT projects and rollouts
Technical Assistance: Provide technical support to users of shared systems and networks
Team Supervision: Supervise a team of IT support personnel by managing time and assigned tasks

34. IT Support Specialist Job Description

Global Support: Be responsible for Global IT Support with issues coming in via phone, email, remote support, and walk-ups
Hardware Repair: Troubleshoot issues and conduct hardware repairs to MacBooks, Windows laptops, and iMacs
SaaS Management: Manage all SaaS services, including user account creation, deletion, and modification
Tool Administration: Manage various IT tools, including Google Apps, JIRA, RingCentral, Slack, Adobe, Microsoft, Dropbox, and T-Mobile
Request Management: Receive, prioritize, document, route, schedule, and assist with general IT support, deep troubleshooting, documentation, A/V needs, and project management, resolving all internal IT support requests
User Training: Conduct New Hire training, including orientation on company IT platforms and tool familiarity
Mobile Support: Handle mobile phone deployment, troubleshooting, and configuration assistance
Onboarding Support: Ensure all newly hired applicants are processed promptly through the onboarding process
Software Installation: Install, configure, and update end-user desktop and laptop software

35. IT Support Specialist Overview

Network Maintenance: Support, install, upgrade, patch, and maintain local area network software and hardware
User Support: Respond promptly to the needs and questions of network users concerning operation and issues related to software and hardware
Desktop Troubleshooting: Provide desktop hardware/software troubleshooting
Software Support: Support software programs, including Microsoft Office 2010–2013, Windows 2007–2012 Server, and Windows 7 (and newer) Workstations
Information Management: Organize and maintain information concerning the network and workstations
Server Maintenance: Organize and maintain the server room and IT areas
Hardware Tracking: Assist in the maintenance and tracking of company hardware
Technical Support: Provide routine technical support and maintenance for desktop, laptop, and network systems
Issue Resolution: Troubleshoot hardware and software issues and document resolution with support

36. IT Support Specialist Details and Accountabilities

Computer Support: Set up and troubleshoot PC and laptop computers
Mobile Support: Set up and troubleshoot mobile devices, including iPhones and Androids
Account Management: Maintain user accounts and security groups, policies (Office 365, Active Directory, MDM)
Software Maintenance: Install and maintain software, including Antivirus, Citrix, and Office 365
Hardware Installation: Replace and install hardware components and peripherals
Change Tracking: Log and maintain hardware, software, and license changes
Case Management: Maintain service logs and troubleshooting cases
Policy Implementation: Implement defined IT policies and procedures

37. IT Support Specialist Roles

Helpdesk Support: Support local and remote staff via the IT ticketing system, email, desk-side support, and phone calls
Issue Troubleshooting: Diagnose and troubleshoot issues with Windows and Mac desktop OS, applications, network connectivity, and hardware malfunctions
Account Management: Create and manage user accounts and permissions following established processes and procedures
AV Support: Assist with video conferencing, audio/video equipment, and phone needs
Documentation Management: Maintain application and system documentation by updating written procedures
Customer Service: Deliver exceptional customer service and technology experiences to all employees across the company
Issue Escalation: Collaborate on and escalate issues with senior IT staff
Knowledge Tracking: Utilize software to document issues and resolutions for future reference
Technical Assistance: Provide technical assistance and technical support for both hardware and software issues via phone calls, emails, or in-person queries

38. IT Support Specialist Essential Functions

Technical Support: Provide technical support to on-site and off-site employees and contractors
Issue Troubleshooting: Troubleshoot software, hardware, and network technical issues and escalate when necessary
Documentation Management: Document customer interaction in a clear and concise manner
Preventive Maintenance: Identify trends and provide suggestions on preventative maintenance to minimize common issues
User Support: Perform additional IT-related tasks, including user and desktop support functions
User Training: Provide user training for general client computer usage, such as Microsoft Office applications and cloud services
Asset Management: Manage and document hardware and software inventory
System Improvement: Recommend system modifications, alternative tools, and solutions to improve efficiency and reduce user problems
Infrastructure Maintenance: Maintain Windows servers, network infrastructure, and printers
Project Execution: Work independently with general supervision on larger, complex projects and assignments

39. IT Support Specialist General Responsibilities

IT Support: Be a part of the IT team providing 1st and 2nd line support for all users across the team at the hubs
Onboarding Management: Handle all onboarding and offboarding, including preparing access to all platforms and configuring devices (Windows and Apple) across all employees and Flink locations
Inventory Management: Manage the hardware inventory, tracking of devices, and spending across multiple sources
Incident Monitoring: Monitor all incoming incidents and requests (Jira Service Management) and excel in first response and resolution time
Access Control: Ensure that the right users have access to the right platforms
Network Support: Support and monitor the performance of the network infrastructure
Equipment Setup: Support the setting up of IT equipment within the hubs
Project Implementation: Implement and support local and global projects related to IT and business requirements, including cybersecurity, migration, and new technologies
Global Collaboration: Cooperate with other operations IT teams based globally to deliver high-quality solutions
Policy Compliance: Ensure compliance with all IT policies and standards, including the legality of installed software

40. IT Support Specialist Roles and Details

User Communication: Be in contact regularly and effectively with ticket submitters
Desktop Support: Provide computer desktop support in accordance with established policies and procedures
Problem Resolution: Solve computer problems and implement appropriate action or solutions
Activity Documentation: Create records of daily data communication transactions, issues, and remedial actions taken, or installation activities
Technical Support: Offer support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems
Hardware Maintenance: Perform hardware repairs with the appropriate vendors
System Maintenance: Preserve, inspect, and mend computer systems, hardware, printers, and computer peripherals
Customer Service: Provide excellent customer service throughout all engagement with the user to improve user satisfaction
Incident Management: Resolve incidents and handle service requests in a professional and timely manner
Service Improvement: Develop the quality of the service offered to the end users and the efficiency of the delivery of that service

41. IT Support Specialist Responsibilities

Desk-Side Support: Support the delivery and maintenance of desk-side services to end users in the UK at the request of the IT Regional Manager, Service Desks, or end users
Second-Line Support: Assist the IT Regional Manager in providing 2nd line support to users in the UK and GBSC
Incident Management: Support the management of incidents and requests assigned or escalated to the User Support team, ensuring timely and consistent resolution to maintain customer satisfaction and service delivery standards
Equipment Fulfillment: Ensure timely and accurate fulfillment of equipment-related requests, including desktops, laptops, mobile devices, printers, and other hardware
Office Move Support: Plan for and oversee support for major office moves and large-scale equipment requests, including after-hours work in London
Customer Service: Ensure the delivery of excellent customer service, standardized with appropriate key performance metrics
Team Collaboration: Foster positive communication and cooperation between the User Support Team, Service Desks in South Africa, and other IT Service Delivery teams
Technical Support: Provide technical support for computers and media equipment to all groups within the organization
Employee Onboarding: Assist with the onboarding of all employees to IT systems and provide user support
Inventory Management: Handle imaging, support, shipping, and inventory control of all corporate laptops and user-issued devices

42. IT Support Specialist Job Summary

User Support: Provide user support and assistance on the general use of the operating system, hardware peripherals, and software
Software Installation: Install, configure, and troubleshoot user software on Windows desktops and laptops
Hardware Support: Install, configure, and troubleshoot hardware peripherals such as monitors, keyboards, printers, WLAN routers, and network switches
Issue Troubleshooting: Diagnose and troubleshoot IT issues related to network connectivity, printing, software updates, and upgrades
User Training: Guide and provide basic training to staff on the use of technology pertinent to their jobs
Field Support: Drive to satellite offices and branches in the Bay Area daily to perform essential job duties
Technical Assistance: Provide technical support via phone as well as on-site
Storage Management: Maintain file systems, storage volumes, disks, and coordinate volume space planning and management
Resource Monitoring: Maintain growth statistics, resource capacity forecasts, backups, software inventories, and hardware inventories
System Support: Provide technical support on all system-related issues and troubleshoot complex system problems

43. IT Support Specialist Job Description

Technology Stability: Maintain the stability of all technology services and the availability of all technology
Client Communication: Communication with internal clients, vendors, providers, and other IT teams
Incident Management: Incident, Problem, and Request management in a timely and professional manner
Global Support: Support global teams with local testing or local checkouts after changes, deployments, or maintenance
Administrative Management: Administrative tasks like orders, invoices, and asset lifecycle management
Service Supervision: Execute supervision routines for internal and outsourced services and action subsequent tasks
Knowledge Documentation: Create/maintain local IT knowledge documentation
Server Administration: Be responsible for the installation, configuration, documentation, and maintenance of assigned server systems
Issue Monitoring: Monitor the Service Desk for IT issues and address the issues in a timely fashion

44. IT Support Specialist Details and Accountabilities

IT Support: Provide top-notch, proactive IT support to local and remote employees
Ticket Management: Manage and respond to tier 1 through tier 3 IT and Helpdesk tickets
Project Assistance: Assist with large-scale and global IT projects and tasks
Asset Management: Manage computer and IT equipment life cycles
Workflow Optimization: Optimize workflows and evaluate new solutions that allow for scaling
Account Administration: Employee account creation and deletion and audits, onboarding, and off-boarding
Technical Troubleshooting: Troubleshooting tasks and operating system/application support on Microsoft Windows OS, Mac OS, mobile devices, and other platforms
Software Support: Provide user management and support for a wide variety of software
Employee Onboarding: Help with the onboarding of new colleagues
Office Improvement: Investigate and research possibilities to improve the current office (workspaces, meeting rooms, etc.)

45. IT Support Specialist Additional Details

Tier 2 Support: Provide tier 2 support on a wide variety of end-user hardware and software-related requests, including hardware/operating system support, peripheral devices, communication/telephony, application support, and basic network support
SLA Management: Ensure that ticketing SLAs are met, and the highest possible level of employee uptime plus the lowest number of known errors are achieved
Project Participation: Participate in projects designed to create or improve business services for the company in its pursuit of operational excellence
Knowledge Documentation: Document the processes and procedures in a Knowledge Base to support the quest for continual improvement
Technology Research: Remain abreast of existing or emerging technologies and make recommendations on ways to solve business and process problems through technology
Technical Training: Conduct training programs designed to educate and develop the organization's capability in basic and specialized technology use
Automation Management: Supporting the management and automation of desktop deployments utilizing solutions such as Jamf Pro and Intune
Best Practices: Promote best practices as established by Corporate IT and redirect inquiries to secondary teams (eg, application or process owners)
Process Improvement: Identify and improve processes, procedures, and documentation
Global Support: Assist the peers in San Francisco, NYC, Chicago, and other remote locations, ensuring all staff feel supported

46. IT Support Specialist Role Purpose

Incident Response: Provides first and second line analysis and response to incident and service request tickets submitted by internal business users
Knowledge Management: Follows, creates and updates critical IT Infrastructure knowledge base support documentation
System Support: Deploys and supports client/desktop systems, applications and local infrastructure components, or assists in the support and administration of more complex client/desktop systems, applications and local infrastructure components
Asset Management: Be responsible for maintaining site IT hardware inventories as well as following asset management and lifecycle processes defined for client/desktop systems, applications, local infrastructure and support/warranty contracts related to the hardware
Image Management: Be responsible for creating, maintaining, and deploying system images for client/desktop systems
Order Handling: Handles hardware and software orders generated from client requests or regularly scheduled ordering cycles
Backup Management: Be responsible for IT Infrastructure critical computer hard drive backups, as well as maintaining, following, and at times developing backup deployment procedures
On-call Support: Participate in regular support on-call rotation, and work occasional evening/weekend hours to participate in after-hours systems changes
System Deployment: Image and deploy new computers and software, set up accounts in Active Directory and various applications, and train users on the basic functionality of the systems

47. IT Support Specialist General Responsibilities

Technical Support: Provide technical assistance and L1 and L2 support for the migration-center (in-house developed product)
Customer Assistance: Deal with customer technical requests and requirements and help them find the best technical solutions in migration projects
Diagnostics Management: Run diagnostic programs to resolve problems and monitor issues from start to resolution
Network Support: Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
Incident Resolution: Fixing IT problems (incidents) according to the Standard Operating Procedures (SOP) and process training
Issue Escalation: Escalate unresolved problems to a higher level of support
Process Improvement: Work to identify opportunities to improve or enhance procedures and support activities
Customer Service: Act as the face of IT to the user population, providing excellent customer service over the phone, email, and in person
System Assessment: Review diagnostics and assess the functionality and efficiency of systems
Security Monitoring: Monitor security certificates and company compliance with requirements

48. IT Support Specialist Key Accountabilities

Remote Support: Provide remote tier 1/2 support to employees, contractors, and consultants at Human Interest
Project Assistance: Assist IT personnel in the roll-out of projects and execution of projects assigned
Process Documentation: Assist in the development and documentation of systems, processes, and procedures, including internal knowledge bases and training materials
User Onboarding: Participate in onboarding and off-boarding of user accounts
Account Management: Including manual account creation and group assignments in Okta
Access Automation: Help in the maintenance and automation of user account permissions/access (create, update, or delete)
Incident Resolution: Diagnose and resolve software and hardware incidents, macOS and Windows, running a range of software applications
User Support: Assist with any user-reported IT incidents
Account Administration: Helping out with account creation and management
Ticket Management: Follow and solve work requests using the ticketing system
Workstation Setup: Install and configure workstations according to specs
Customer Service: Provide the best possible level of customer service, both onsite and remotely

49. IT Support Specialist Responsibilities and Key Tasks

Desktop Support: Provide effective and efficient 1st and 2nd line desktop systems and applications support to internal customers
Hardware Support: Hardware and software support for local office and remote users
Documentation Management: Create and maintain technical documentation of support policies and procedures
Ticket Tracking: Document and track case histories, issues, and actionable steps taken using the helpdesk ticketing system
Team Collaboration: Interface with internal and external technical teams to support the desktop infrastructure and applications
User Training: Provide technical support and training to end-users and other team members
System Maintenance: Maintain the shared information technology systems and networks that are implemented in support of the business
IT Solutions: Research and recommend IT solutions to automate repeatable business processes and future growth of the business
System Troubleshooting: Install, configure, and troubleshoot desktop/PC/mobility operating systems, hardware, software, and apps, video conference, security, network connectivity, and remote support
Security Systems: Set up and maintain the security camera system and the warehouse badge system
Printer Maintenance: Perform printer/scanner support and maintenance
Infrastructure Management: Build up and maintain IT infrastructure in terms of WAN/LAN network, telephones, audio and video conferencing, end-user computing, etc.
Asset Management: Maintain IT equipment inventory, IT assets, and manage the e-waste process

50. IT Support Specialist Duties and Roles

Software Installation: Install and configure software and hardware
Equipment Setup: Set up new employee equipment (laptops, desktops, phones, door badges, etc.)
Device Management: Manage and troubleshoot printers, tablets, and smartphones
Account Administration: Manage Active Directory and Exchange user accounts and groups
Phone System Management: Administer on-premises phone system and handsets
Asset Tracking: Asset and inventory management and tracking
Application Support: Provide problem resolution for core applications
Documentation Management: Create procedures and documentation, and reports
Project Participation: Participate in projects conducted within the IT department and work on shifts
Application Oversight: Oversee the proper performance of all information technology applications used in food and beverage, and premium areas
System Maintenance: Perform preventative maintenance on hardware systems and network equipment to prevent errors with point of sale (POS) systems
Network Coordination: Work with building IT to ensure Levy networks are correctly configured and maintained

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