Position Overview:
We are seeking a skilled Internal Support Specialist to join our dynamic team. The ideal candidate will be responsible for providing technical assistance and support related to computer systems, hardware, and software. This role involves troubleshooting printer issues, assisting driver updates on employee laptops, configuring new laptops, and managing IT assets. Additionally, the role requires expertise in server troubleshooting, Microsoft Office 365 products, and virtualization technologies. Additionally, monitoring backup and firewall systems.
Objectives of this Role:
- Provide technical assistance and support for computer systems, hardware, and software
- Troubleshoot and resolve printer-related issues
- Assist with driver updates on employee laptops
- Configure and set up new laptops for employees
- Manage and track IT assets
- Perform server troubleshooting and maintenance
- Support and maintain Microsoft Office 365 products
- Work with virtualization technologies
- Monitor backup systems to ensure data integrity
- Oversee and maintain firewall systems for security
Tasks, Duties, and Responsibilities:
- Troubleshoot and resolve printer issues assist in updating and installing drivers on employee laptops.
- Configure new laptops and format old laptops for reuse or retirement.
- Manage asset inventory including laptops, screens, keyboards, mice, headphones, power cables, and Ethernet cables. Track equipment assignments, maintenance needs, retirements, and transfers.
- Provide server-related troubleshooting for Windows Server 2008, 2012R2, 2016, 2019, 2022 and 2025. This includes products and services such as SQL Server, Visual Studio, Hyper-V, VMware, Remote Desktop Services, and Server Manager.
- Perform general troubleshooting for Windows 10 and 11 issues for end-users.
- Perform PC and laptop component changes and upgrades (RAM, storage, battery, etc.).
- Troubleshoot Microsoft Office 365 products including Outlook, Teams, Word, Excel, and PowerPoint.
- Troubleshoot and upgrade Aruba Access Points.
- Create, delete, and troubleshoot VMs on Hyper-V.
- Maintain detailed logs, changes, and general information related to VMs, their specifications, and statuses.
- Back up process and monitoring for Acronis and Veeam
- Networking maintenance and troubleshooting for switches and access points
- Monitoring Seim Sentinel System
- Monitoring Palo Alto firewall and make sure that all tunnels between sites are up and running all the time
- Help internal team from all sites with their internal requests support
- Perform periodic tasks such as health checks and updates on local IT systems.
- Conduct necessary follow-ups to ensure timely resolution of technical issues.
- Generate documentation and Standard Operating Procedure (SOP) documents for technical support processes.
- Maintain IT inventory, process hardware requests, and suggest process improvements for IT asset management.
Key Competencies:
- Proficient in troubleshooting and configuring printers and installing drivers.
- Hands-on experience with configuring and maintaining laptops, including formatting and software installations.
- Familiarity with asset management practices and tools.
- Strong understanding of Windows Server environments (2008, 2012R2, 2016, 2019, 2022, 2025) and associated services.
- Experience in troubleshooting Microsoft Office 365 applications.
- Knowledge of Aruba Access Point troubleshooting and upgrades.
- Experience with Hyper-V virtualization technology, including VM creation, deletion, and troubleshooting.
- Excellent problem-solving and communication skills.
- Ability to prioritize tasks and manage time effectively.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
- Proactive and fast responding
- Troubleshooting and problem-solving
Qualifications:
- Bachelor’s degree in Information Technology, CCE, MIS, or a related field; or equivalent work experience.
- 0-2 years of experience.
- Proven experience as an IT Help Desk Technician or similar role.
- Proficient in troubleshooting and configuring printers and installing drivers.
- Professionalism
- Team player
