IT Support Specialist I

5 days ago

Karachi, Sindh, Pakistan DM Clinical Research Full time 250,000 - 500,000 per year

The IT Support Specialist I is to provide help to level one issue, as well as knowledge on technology to train staff.

You will also be responsible for assisting and providing support for technical issues.

DUTIES & RESPONSIBILITIES

  • Assisting and providing support for technical issues
  • Collaborate with IT team, cross-functional teams and all DMCR departments
  • Work independently in a hybrid environment with limited supervision with the ability to prioritize objectives
  • Serve as the initial point of contact for incoming support requests, provide all level 1 support, enter all activities into the ticketing system, provide updates, and resolve requests in accordance with departmental standards. Ability to triage incoming requests to the appropriate person.
  • Assist in the compilation/maintenance of an accurate inventory of hardware and software
  • Assist in network troubleshooting layer 1 through layer 7 of the OSI model. Including but not limited to network applications and physical cabling (voice & data) issues that affected workstation connectivity.
  • Train staff in how to use a computer, email, audio/video, and telecommunication features and functionality.
  • Create end-user documentation and guides as needed
  • Coordinates and performs support for laptops, desktops, and mobile devices. Including but not limited to peripherals, office copiers, printers, and cameras. Ability to research and resolve technical issues.
  • Deliver and set up equipment in and around metropolitan Houston
  • Any other matters as assigned by management.

KNOWLEDGE & EXPERIENCE

Education:

  • High school diploma or GED, required
  • Associates Degree or Bachelor's Degree, preferred

Experience:

  • 1+ years of help desk function with end user computer support. Experience may be accepted in lieu of experience.

Credentials:

  • Network+, Google Workspace Certification, and/or Microsoft 365 Enterprise Admin
  • Required: CompTIA A+ (or equivalent)

Knowledge and Skills:

  • Excellent customer service and communication skills
  • Ability to troubleshoot software and hardware problems
  • Familiarity with common software applications and operating systems
  • Ability to work well under pressure
  • Strong time-management skills
  • Experience with ticketing systems
  • Ability to teach technical concepts in a non-technical manner
  • Ability to research technical issues
  • Experience with remote support tools
  • Ability to learn quickly and adapt to new technologies

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