IT Support Specialist

The IT Support Specialist provides first-level technical support to end users, ensuring timely resolution of hardware, Windows 11, Microsoft 365, printer, connectivity, warehouse technology, and approved business application issues. This role focuses on excellent customer service, accurate ticket documentation, SLA adherence, and support of daily IT operations across office and warehouse environments.

Key Responsibilities

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* Deliver first-level desktop and end-user support for Windows 11 devices, Microsoft 365, printers, peripherals, connectivity, warehouse devices, and approved business applications.

* Troubleshoot common hardware, application, account, printer, and network connectivity issues.

* Take ownership of assigned support tickets from intake through resolution or escalation.

* Document troubleshooting steps, user communication, resolution details, and next actions in the ticketing system.

* Communicate regularly with end users to provide updates, gather information, and confirm issue resolution.

* Escalate complex issues to the IT Support Supervisor or appropriate IT resource with clear notes and steps already completed.

* Meet established SLA expectations for ticket response, follow-up, and resolution.

* Provide hands-on support for Dell laptops and desktop PCs, including hardware diagnostics, BIOS configuration, firmware updates, driver management, and basic component replacement such as RAM, SSDs, and batteries.

* Assist users with approved peripherals such as monitors, keyboards, mice, headsets, docking stations, and other workstation equipment.

* Perform basic device troubleshooting, including reboot validation, Windows update checks, driver status review, application checks, and connectivity testing.

* Maintain accurate inventory records for laptops, desktops, tablets, scanners, printers, and related IT equipment.

* Update asset records with assigned users, serial numbers, device locations, e...