IT Support Specialists provide technical assistance to end users for hardware, software, accounts, workplace technologies, and related IT services. They diagnose and resolve incidents and service requests, maintain and troubleshoot end-user systems, and escalate unresolved or high-impact issues to the appropriate technical teams or external service providers.
They communicate clearly with users, prioritize work according to business impact and agreed service levels, and maintain accurate ticket records and support documentation. The role supports the user and device lifecycle, including onboarding, equipment deployment, access provisioning, ongoing support, and offboarding. IT Support Specialists contribute to secure and compliant IT operations by following established policies and procedures, protecting company information, and identifying opportunities to improve support services and the user experience.
Specifics of the role:
User Lifecycle and Device Management
- Coordinate IT onboarding and offboarding activities, including device preparation, account setup, access changes, equipment recovery, and initial user guidance.
- Configure, deploy, maintain, and support end-user devices, including laptops, desktops, tablets, mobile phones, printers, scanners, and related peripherals, excluding laboratory-specific systems.
- Install, configure, update, and maintain approved software and end-user equipment in accordance with company standards.
- Provision and maintain user accounts and access rights in accordance with approved requests and access-control procedures.
- Repair, replace, and coordinate the warranty or vendor servicing of equipment when required.
- Maintain accurate asset, configuration, support, and lifecycle records for end-user equipment.
End-User Support and Service Management
- Provide timely technical support through remote support and on-site walk-in support for hardware, software, operating systems, accounts, connectivity, applications, and workplace technologies.
- Diagnose and resolve incidents and service requests; escalate unresolved, complex, or high-impact issues to the appropriate technical teams or service providers.
- Manage tickets throughout their lifecycle, including categorization, prioritization, assignment, follow-up, user communication, documentation, and closure in accordance with agreed service levels.
Documentation, Training, and Collaboration
- Create and maintain support procedures, work instructions, and knowledge-base articles.
- Provide guidance and basic training to users on workplace technologies and secure IT practices.
- Collaborate with other IT teams, vendors, and service providers to resolve issues and deliver IT services.
Service Improvement and Workplace Technology
- Identify recurring issues, recommend service improvements, and contribute to IT projects and operational initiatives.
- Support meeting-room technology and collaboration tools.
Major Incidents, Change, and Compliance
- Assist with major incidents and planned changes, including user communications, validation, and post-implementation support.
- Follow change-management, information-security, data-protection, and regulated-environment procedures when performing support activities.
- Contribute to service reporting by identifying trends, recurring incidents, service-level risks, and improvement opportunities.
Minimum education and experience required for the role:
Education
- Technical education in Information Technology, Computer Science, or a related field, or equivalent relevant professional experience.
Experience and requirements
- Relevant experience in IT support, service desk, desktop support, or a comparable end-user technology role.
- Practical experience supporting Windows devices, Microsoft 365 applications, user accounts, mobile devices, peripherals, and workplace technologies.
- Experience using an IT service-management or ticketing system to document, prioritize, manage, and resolve incidents and service requests.
- Strong troubleshooting and analytical skills, with the ability to resolve issues independently and escalate appropriately.
- Customer-focused approach with clear written and verbal communication skills.
- Ability to prioritize competing requests, meet agreed service levels, and maintain accurate documentation.
- Ability to work independently and collaboratively with colleagues, technical teams, vendors, and service providers.
- Understanding of information-security, data-protection, and access-control practices.
- Good written and verbal communication skills in English.
Desirable
- Familiarity with ITIL or similar IT service-management practices.
- Experience with Microsoft Intune, Entra ID, endpoint management, remote-support tools, and asset-management systems.
- Experience supporting users in a regulated environment.