L1 IT Specialist

About the role

This role is focused on end-user and deskside support, including troubleshooting laptops, desktops, peripherals, software, user accounts, connectivity, and collaboration tools. The L1 IT Specialist will own routine support requests through resolution, document work clearly, and escalate more complex issues when appropriate.

What you'll do

• Provide Level 1 technical support to employees through the ticketing system, remote support channels, and hands-on/deskside support when applicable
• Troubleshoot and resolve common hardware, software, operating system, peripheral, printing, audio/video, and connectivity issues
• Set up, configure, deploy, replace, and maintain laptops, desktops, monitors, mobile devices, printers, and other end-user equipment
• Support Windows and macOS environments, standard productivity applications, browsers, email, collaboration tools, and remote-access tools
• Diagnose basic network and connectivity issues, including Wi-Fi, VPN, TCP/IP, DNS, and DHCP, and escalate infrastructure issues when required

What you need

• 3–6 yrs of experience
• Salesforce
• ServiceNow
• TCP/IP
• Office 365
• JIRA
• ITIL
• Diploma

Good to have

• AWS
• Active Directory
• Intune
• PowerShell
• Zendesk
• Ticketing tools