This is a temporary role for 6 to 8 Weeks. (Internship/Contractual)
ROLE SUMMARY
The IT Support Specialist is responsible for owning and managing IT support tickets while delivering a reliable, stable, and high‑quality user experience to Authentix personnel. The role supports day‑to‑day helpdesk operations, workstation management, onboarding/offboarding support, and coordination with Senior IT Staff to ensure timely resolution of technical issues across the organization.
The IT Support Specialist will report to the Director of IT and work closely with Senior Support Staff and cross‑functional teams.
SUMMARY OF ESSENTIAL JOB FUNCTIONS
The following duties are representative of the essential functions of the role. Additional duties may be assigned as required.
IT Support & Helpdesk Operations
- Handle daily IT support activities including desktop support, user support, and permissions support
- Own and manage support tickets to ensure timely and effective resolution
- Provide support to Authentix users via face‑to‑face interaction, phone, email, and messaging platforms
- Ensure a consistently high level of service to internal and external stakeholders
Technical Troubleshooting & Deployment
- Troubleshoot Windows 10 operating system issues
- Troubleshoot Microsoft Office applications (Word, Excel, Outlook, PowerPoint, etc.)
- Perform printer setup and driver installations
- Install, configure, and maintain computer hardware, OS images, and custom software
- Support workstation and peripheral deployments including monitors, phones, speakers, and related equipment
- Troubleshoot application, hardware, software, system, and network‑related issues in collaboration with Senior IT Staff
Coordination & Project Support
- Coordinate support activities and deployments with Senior IT Staff, including:
- Windows updates
- Software deployments
- Policy rollouts
- Support Senior IT Staff with annual IT initiatives and projects
- Open, manage, and follow up on tickets with external vendors for hardware and outsourced IT support
- Coordinate with software vendors for specialized or department‑specific application support
HR & Asset Support
- Support HR requirements for employee onboarding and offboarding
- Maintain and update IT asset inventory records
- Track hardware assignments, system changes, and configuration updates
Documentation & Reporting
- Maintain accurate and detailed documentation of systems, procedures, and troubleshooting steps
- Keep thorough records including ticket history, solutions, asset logs, and change logs
- Manage high volumes of email correspondence and follow‑ups
- Prepare weekly and monthly reports related to customer tickets, IT assets, and support metrics
EDUCATIONAL QUALIFICATION
- Graduation in Technical/ IT discipline (preferred)
EXPERIENCE
- 1+ year of experience in IT support, helpdesk, or a related technical support role
SKILLS & COMPETENCIES
- Strong troubleshooting and problem‑solving skills
- Excellent written and verbal communication skills
- Ability to communicate technical concepts to both technical and non‑technical audiences
- Ability to work independently with limited supervision
- Strong planning, prioritization, and organizational skills
- Proven ability to manage multiple open cases and concurrent tasks
- Willingness to learn new technologies and adapt to a changing environment
- Proactive approach to improving processes and service quality
ADDITIONAL SKILLS (PREFERRED BUT NOT REQUIRED)
- Working knowledge of OneDrive
- Familiarity with Microsoft 365 Admin Portal
- Experience delivering technical training to end users
- Ability to create internal How‑To guides or training videos
- Proficiency with audio‑visual equipment and meeting room setups
- Experience supporting technical meeting rooms
