IT Support Specialist

About the role

The primary roles and objectives of the IT Support Specialist are:

• Deliver timely and effective day to day technical support to end users, ensuring minimal disruption to business operations.
• Maintain accurate and up-to-date technical documentation, including configuration guides, installation procedures, and knowledge base articles.
• Ensure high availability of computer systems in alignment with agreed service levels, meeting end-user support expectations and receiving positive stakeholder feedback.
• Provide basic technical support to IT requests and incidents related to back-end Infrastructure when and where required.

This is a full-time Monday to Friday role based out of our Houston office. The hours are 8:00 am until 5:00 pm.

Key responsibilities

•    Provide day-to-day technical support for end user hardware, software, and application issues.
•    Install, configure, troubleshoot, and resolve problems related to laptops, desktops, operating systems, applications, printers, and other peripherals.
•    Manage and update the ServiceNow ticketing system to log, track, and resolve incidents and service requests efficiently.
•    Provide Level 2 support for incidents escalated by the Service Desk, ensuring timely and effective resolution.
•    Provide basic Infrastructure and Systems Administration support under the guidance of the Infrastructure Team.
•    Maintain accurate and up-to-date inventory records of IT assets in ServiceNow, including hardware, software licenses, peripherals, and associated services.
•    Collaborate with vendors and the corporate IT team to resolve complex IT issues and fulfil service requests.
•    Execute IT related tasks for employee onboarding and offboarding processes effectively.
•    Fulfil IT service requests in accordance with defined processes and procedures as directed by the IT Director.
•    Maintain and update SharePoint with relevant IT support documentation and user guides.
•    Assist the IT Director in project implementation and delivery of new IT initiatives.
•    Proactively keep the IT Director informed on IT service performance, highlight any service interruptions, and ensure user concerns are appropriately escalated for timely resolution.
•    Prioritize IT support tasks based on business impact and urgency.
•    Perform root cause analysis for recurring or high impact technical issues affecting users or business operations and implement preventive measures to avoid future occurrences.
•    Maintain accurate and up to date technical documentation, including configuration guides, installation procedures, and knowledge base.
•    Liaise with external vendors and service providers for backend support and issue resolution.
•    Support the IT Director during project implementation and new initiative roll outs.
•    Actively contribute to group level IT initiatives and projects, ensuring effective local implementation and alignment with group standards.
•    Provide guidance and training to end users on best practices and effective use of IT tools.
•    Provide technical support to field users or remote offices using remote tools.
•    Assist in software deployment, patch management, and updates as part of the IT operations lifecycle.
•    Participate in change management activities, ensuring documentation and proper approval processes are followed.
•    Drive automation and digitization of manual processes, including conversion of paper-based forms and Excel-based workflows into digital, automated, and scalable solutions to improve operational efficiency.
•    Lead and execute end-to-end IT projects as assigned by the IT Director, ensuring successful delivery from initiation through implementation, adoption, and closure in alignment with business requirements.

About you

Required Work Experience 
•    Minimum 5 to 6 years of work experience in the field of IT and IT support.
•    Proven track record in a Microsoft-centric environment is a must.
•    Experience with a recognized ITSM tool preferably ServiceNow.
•    Experience in the healthcare industry an advantage.
•    Mandatory technical skills: 
o    Administering Windows 11.
o    Mobile device management.
o    Administering and supporting M365 Products.
o    Exposure to remote support tools (e.g., TeamViewer, AnyDesk, RDP, or similar).
o    Administering and supporting Active Directory, Azure AD, Intune etc.
o    Managing PABX or any Cloud Telephony System. 
o    Basic knowledge of Windows Server and Cisco Device Administration. 
o    Basic knowledge of Electronics Medical Records applications.
o    Familiarity with cloud platforms like AWS or Azure could be a plus.
o    Experience in Power BI for reporting, dashboard creation, and data visualization is an added advantage. 

Required Qualifications 
•    Degree in the field of IT
•    Microsoft and CCNA certifications considered a distinct advantage.
•    ITIL Certified considered a distinct advantage.
•    Knowledge of HIPAA and ISO27001 compliance is preferred. 

Required Languages
•    English (oral and written) an absolute must.