ICT Help Desk -Service Support

 The ICT Support Specialist is responsible for providing technical support to employees across office, retail, and remote environments. This role delivers day-to-day end-user support, manages user accounts and devices, assists with onboarding and offboarding activities, and maintains IT equipment and systems. The position requires strong technical troubleshooting skills, excellent customer service, and adherence to established IT processes and security standards.

Essential Duties and Responsibilities

End-User Support

• Provide Tier 1 and Tier 2 technical support for hardware, software, applications, and connectivity issues.
• Support users across office, retail, and remote-work environments.
• Troubleshoot and resolve issues involving Windows, macOS, iOS devices, POS systems, and business applications.
• Assist users with Microsoft 365, email configuration, Microsoft Authenticator, multi-factor authentication (MFA), and mobile device setup.
• Communicate and escalate technology issues that may impact business operations.

User Account Administration

• Support employee onboarding and offboarding, including account creation, access provisioning, and equipment setup.
• Manage Active Directory and/or Microsoft Entra ID users, groups, permissions, and access requests.
• Administer access to approved business applications in accordance with company policies and procedures.
• Ensure all access changes comply with security and authorization requirements.

Device and Asset Management

• Configure, deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, POS equipment, and peripherals.
• Manage device enrollment, compliance, and administration through Microsoft Intune and other mobile device management (MDM) platforms.
• Maintain IT asset inventory and support equipment lifecycle management.
• Coordinate equipment deployments, replacements, and decommissioning activities.

Ticketing and Documentation

• Record, track, and update support requests through the IT ticketing system.
• Document troubleshooting steps, resolutions, equipment assignments, and access changes.
• Escalate complex issues to senior IT staff, vendors, or system owners when necessary.
• Support the continuous improvement of IT processes, knowledge base articles, and technical documentation.

Security and Compliance

• Follow company IT policies, security standards, and support procedures.
• Support secure onboarding, offboarding, device management, endpoint security, and access control processes.
• Maintain the confidentiality, integrity, and security of company information and systems.
• Assist with enforcing MFA, device compliance, and other cybersecurity requirements as directed.

  Education and Experience

• Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
• Minimum of three (3) years of experience in IT Help Desk, Desktop Support, Service Desk, or End-User Support roles.

Required Skills

• Experience supporting Windows, macOS, iOS devices, and Microsoft 365 environments.
• Working knowledge of Active Directory and/or Microsoft Entra ID user and access administration.
• Ability to troubleshoot hardware, software, application, and network connectivity issues.
• Experience using IT ticketing systems and maintaining support documentation.
• Strong customer service, communication, organizational, and problem-solving skills.
• Ability to prioritize work, manage multiple tasks, and work independently.
• Strong attention to detail and commitment to providing a high level of customer support.

Preferred Qualifications

• Experience supporting retail technology and POS systems.
• Experience with Microsoft Intune, Apple Business Manager, and MDM platforms.
• Experience with Zebra handheld devices and mobile device management solutions.
• Familiarity with ERP, CRM, Adobe Creative Cloud, Box, Smartsheet, or similar business applications.
• Experience with IT asset management, inventory control, and vendor coordination.
• Knowledge of cybersecurity best practices and endpoint security solutions.