IT Support Specialist

Job Description

Job Summary: We are seeking a proactive and customer-focused IT Helpdesk Technician to provide first-line support for hardware, software, and network-related issues. You will be the first point of contact for internal users, diagnosing problems, resolving or escalating them appropriately, and ensuring smooth IT operations. Key Responsibilities: Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. Diagnose and resolve hardware, software, and networking issues. Install, configure, and maintain desktop and laptop systems, printers, and mobile devices. Manage user accounts and permissions in Active Directory, Office 365, or similar systems. Escalate unresolved issues to higher-level support teams with proper documentation. Maintain accurate records of user issues, troubleshooting steps, and solutions in the ticketing system. Provide support for remote access, VPN, and collaboration tools (e.g., Zoom, Teams). Assist in onboarding/offboarding processes (account setups, equipment provisioning). Follow ITIL best practices and adhere to company policies and SLAs. Requirements: Education & Experience: Associate’s or Bachelor's degree in Information Technology, Computer Science, or related field preferred. 1+ years of experience in a helpdesk, service desk, or technical support role. Technical Skills: Strong knowledge of Windows and macOS environments. Familiarity with ticketing systems (e.g., ServiceNow, Jira, Freshservice). Experience with Microsoft 365, Active Directory, basic networking. Understanding of cybersecurity basics and data privacy. Soft Skills: Excellent problem-solving and communication skills. Customer service orientation and patience under pressure. Ability to prioritize and manage multiple tasks effectively. Job Type: Full-time Experience: Desktop support: 2 years (Required) Location: Mumbai Central, Mumbai, Maharashtra (Required)