IT Specialist (End-User Support)

Department: Information Technology / IT Support

Job Purpose

To provide first-line technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, printer, email, and system-related issues. The role ensures minimal disruption to business operations by delivering timely, professional, and effective support.

Key Responsibilities

• Provide first-line support for desktops, laptops, printers, mobile devices, and business applications


• Log, track, and manage incidents and service requests via the helpdesk/ticketing system


• Diagnose and resolve technical issues both remotely and on-site


• Escalate complex issues to second-line support, vendors, or system administrators


• Install, configure, and maintain hardware, software, and peripherals


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