IT Service-Desk Specialist (Level 1 / 2)

Role Overview The IT Service-Desk Specialist is the first point of contact for all internal employees facing technical challenges. This role is crucial for maintaining end-user productivity by providing timely and effective hands-on support across hardware, software, networking, and security issues. The ideal candidate is a proactive problem-solver with strong diagnostic skills and a commitment to operational excellence.

Key Responsibilities

• Operating System & Image Management : ○ Perform end-to-end OS deployment including creating bootable media (USB), performing clean installs of Windows 10 / 11 (and legacy OS like Win7 / 8.1), and applying standard system images to multiple devices. ○ Install, update, and manage all necessary OS drivers using both Windows Update and manual methods. ○ Tweak and configure OS settings post-installation to meet security and corporate standards.
• System & Application Support : ○ Install, configure, and troubleshoot core business and common applications. ○ Configure, troubleshoot, and support EMail clients and ensure Internet connectivity is properly configured. ○ Install, configure, and troubleshoot peripherals including Printers, MFDs, WebCams, and Headsets. ○ Manage and troubleshoot conferencing tools (Zoom, MS Teams, Google Meet) for end-users. ○ Configure devices (Laptops, mobiles) to connect to Smart-TVs / Interactive panels for presentations and meetings. ○ Manage Time / Attendance Systems : Handle basic operations, pull records, and generate reports from biometric / attendance machines.
• Networking & Infrastructure : ○ Perform physical networking tasks including crimping LAN cables and punching down I / O ports. ○ Configure and troubleshoot routers and Access Points. ○ Execute basic network troubleshooting using command-line interface (CLI) tools.
• General Service-Desk Operations : ○ Utilize remote support tools to provide quick and efficient assistance. ○ Maintain clear, detailed, and accurate documentation for all system configurations, inventory records, and support activities / resolutions. ○ Understand and manage the difference between Admin and Standard User Accounts, and have a basic knowledge of Group Policies.

Requirements

Qualifications

○ Expertise in Windows 10 / 11 OS installation, configuration, and imaging.

○ Working knowledge of macOS (MacBooks) troubleshooting and configuration.

○ Strong foundational knowledge of networking concepts (IP Addressing, Subnets, Gateway, DNS, DHCP).

○ Proven ability to troubleshoot hardware and common peripherals.

○ Experience with Microsoft 365 / Google Workspace application support.

○ Knowledge of / hands-on experience with Linux is highly appreciated.

○ Excellent verbal and written communication skills with a strong customer service focus.

○ Strong diagnostic and problem-solving abilities.

○ High degree of professionalism and adherence to documentation standards.