IT Specilist

IT Specialist responsibilities include prioritize user requirements, oversee system upgrades on a regular basis (e.g., quarterly or annually), and research new tools to enhance system efficiency and user productivity. Collaborate with relevant departments to ensure that system upgrades and new tools align with organizational goals and operational needs. Serve as the primary user of the selected help desk system: Manage Engine’s Service Desk Plus. Manages the Service Desk, assisting users in the correct usage of the ITSM Tool and ensuring updated contracts on the ITSM. Provide support (analysis and consultation) for technical issues related to the organization's technological platforms. This includes diagnosing issues, testing solutions, identifying deficiencies in best practices, and consulting with clients on workarounds and optimizations. Work closely with vendors or external support teams when more complex issues arise, ensuring timely and effective resolution. Maintain detailed documentation of troubleshooting processes and solutions to enhance the organization’s technical knowledge base. Ensure a smooth handover of unresolved issues between support levels, following established escalation procedures. Document all troubleshooting steps taken before escalation, communicate progress to users, and monitor escalated issues until resolution to ensure timely and effective support. This job description does not exclusively outline the tasks for this role. The employee is expected to follow additional instructions and undertake any duties assigned by their supervisor.

• Ensure that all reported incidents are resolved promptly to minimize downtime and meet SLAs. 


• Log all incidents accurately, including detailed descriptions of the issue, troubleshooting steps taken, and the final resolution. 


• Investigate customer’s claims, by interacting with users and assessing technical issues. Ensure all incidents are categorized and prioritized correctly to streamline resolution workflows. 


• Communicate clearly with users and resolve issues to enhance satisfaction with IT services, using the tools or mechanisms established for this purpose. 


• Document recurring issues and solutions to build a comprehensive and accessible knowledge base. 


• Properly escalate unresolved requests to the next level of support, according to established procedures. 


• Meet with department heads and supervisors, vendors, and others, to resolve problems.

• Maintain up to date all data associated with assets and how they are recorded in Service Desk, including lifecycle. 


• Troubleshoot a wide range of devices and software tools used throughout operations, including PCs, software, OS systems, POS, network devices and communications. Apply OS patches and upgrades on a regular basis. 


• Coordinate with software/ hardware vendor and/or access online technical support. Operate & perform component -level scheduled and unscheduled repairs, operation, modifications, alignments, and assessment on all assigned mission computer equipment and peripherals. 


• Maintain inventory of software and licenses, ensuring that the organization keeps an inventory of licenses purchased/in use by system, type & user.  


• Generate reports on asset status, usage, and depreciation to support decision-making and budgeting.

• Provide support, which includes granting access to users, creating user groups, managing shared resources, and installing peripherals. 


• Train users in general-use software, including but not limited to security awareness, Microsoft Office suite and network operating system. 


• Educate users on the proper use of systems and software to reduce repetitive support requests. 


• Ensure response to alerts or emergency issues within 15-30 minutes during normal business hours and on call.

• Help define and clarify technical requirements to ensure the project scope is well-understood. 


• Assist in troubleshooting and resolving technical issues during the project’s early stages. 


• Provide on-demand technical assistance as issues arise during the project initiation and planning phases.


• Maintain a detailed project inventory. 


• Research and development within the project lifecycle. 


• Technical analysis and design. 


• Support of operations staff in executing, testing and rolling-out the solutions. 


• Suggest appropriate tools, software, or systems to meet project goals. 


• Contact vendors to obtain specifications, pricing, and other purchase related information needed to perform the selection of software and hardware.

• Maintain seamless integration between the POS system and other business platforms (e.g., inventory, accounting, CRM) to ensure smooth operations. 


• Maintain data (e.g., sales data, inventory, product and customer information) across platforms for accurate reporting. 


• Manage user accounts and access control for staff using POS systems, ensuring secure and appropriate permissions. 


• Stay abreast of advances in technology and get training. 


• Working knowledge of a wide variety of commonly used hardware/software, including audiovisual equipment. 


• To make the right technology decisions and to get the most out of the technology available. 


• Stay informed about new features, updates, and best practices for business applications

• Stay abreast of advances in technology and get training. 


• Working knowledge of a wide variety of commonly used hardware/software, including audiovisual equipment. 


• To make the right technology decisions and to get the most out of the technology available.

• Computers and electronics:
  
  
  
  • Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. Requires special technical knowledge of the techniques and procedures of software and network support for multiple users. Must understand installation, configuration and troubleshooting processes for software, hardware, networking and accessory equipment. Requires experience with personal computer equipment. Must have advanced personal computer word processing, spreadsheet, database and Windows skills. Requires sufficient analytical skills to assess problems or unusual situations and develop solutions. Prefer knowledge of how to assemble and disassemble personal computer components, including cabling
  
  
  
  


• Customer Service


• English language


• Telecommunications:
  
  
  
  • Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.