IT Support Specialist (Tier 1) – Help Desk

About the role

The IT Support Specialist (Tier 1) is the first point of contact for end‑users needing technical assistance. You will monitor, operate, troubleshoot, and resolve Level 1 issues remotely, ensuring staff and scholars have the tools they need to succeed.

Key responsibilities

• Triaging, logging, and responding to inbound support requests via ServiceNow while meeting SLA targets.
• Providing first‑line remote support for PC hardware, software, and specialized technology, and escalating complex issues to Level 2/3 teams.
• Conducting routine remote health checks and audits to ensure software and security compliance.
• Assisting with remote setup, zero‑touch provisioning, and configuration of laptops and peripherals for new hires.
• Deploying, updating, and repairing software using endpoint management tools.
• Maintaining accurate records of hardware assets and software licenses in ServiceNow’s CMDB/Asset Management modules.
• Creating and publishing user documentation, how‑to guides, and Knowledge Base articles.
• Liaising with external vendors to resolve hardware and software issues.

Required profile

• Minimum 2 years of enterprise‑level IT customer and application support experience, preferably remote.
• Hands‑on experience with ServiceNow for ticket and asset management.

Required skills

• ServiceNow
• ITSM ticket management
• Remote troubleshooting of hardware and software
• Endpoint management tools
• Asset management and CMDB maintenance
• Knowledge Base creation
• Zero‑touch provisioning