IT Technical Support Specialist

Technical Support & Troubleshooting

• Provide on-site and remote technical support for Windows and Apple devices, including desktops, workstations, laptops, iMacs, and MacBooks.
  

• Troubleshoot and resolve common hardware and software issues in accordance with approved procedures.
  

• Provide remote desktop support using approved tools to minimize downtime.
  

• Support accessories and peripherals, including printers, scanners, IP telephones, and related hardware.
  

Incident & Request Handling

• Log, update, and manage technical incidents and service requests in the ticketing system.
  

• Escalate complex or unresolved issues to Technical Support Services – Tier 2 with complete diagnostic details.
  

• Support Technical Support Services – Tier 2, under guidance, in resolving incidents, problems, and escalations through on-site assistance, task execution, and data collection.
  

Deployment & Asset Management

• Prepare, install, and configure IT assets.
  

• Install operating systems, standard applications, and authorized software according to policies.
  

• Perform on-site installation, relocation, and replacement of IT equipment and peripherals.
  

• Execute approved hardware upgrades and component replacements.
  

• Apply preventive and corrective maintenance to reduce downtime and extend asset life.
  

• Maintain accurate asset records and lifecycle documentation in approved systems.
  

General Service Responsibilities

• Conduct all interactions with end users, stakeholders, vendors, and QM stakeholders in a courteous, respectful, professional, and service-oriented manner.
  

• Uphold ethics, integrity, transparency, and accountability in all duties.
  

• Maintain a professional appearance on-site, wearing formal business attire aligned with QM standards.
  

• Perform all work assignments strictly as approved, authorized, or directed by designated QM Information Technology Department representatives.
  

Requirements

• Ability to provide on-site and remote support for Windows and Apple end-user devices.
  

• Ability to troubleshoot and resolve common hardware, software, peripheral, and remote desktop issues.
  

• Ability to log, update, and manage tickets, escalations, and diagnostic details.
  

• Ability to install, configure, relocate, upgrade, and maintain IT assets and peripherals.
  

• Ability to follow approved procedures, SLAs, escalation matrices, and QM IT Department direction.
  

• Availability for after-hours and on-call support as required.
  

• Progressively take on activities typically handled by Technical Support Services – Tier 2 while maintaining service quality and SLA adherence.
  

• Support cross-training between Helpdesk Technical Services and Audio-Visual Technical Services, as applicable.