IT Support Specialist (End-User & Onboarding Support)

Key Responsibilities

New Hire Onboarding & Offboarding

• Prepare and configure new laptops and peripherals for new hires (imaging, setup, asset tagging)
• Provision and deprovision user accounts, system access, and software licenses in accordance with company policies
• Coordinate onboarding timelines with HR, managers, and new employees to ensure a smooth first-day experience
• Collect, reset, and inventory equipment during employee offboarding

End-User Support (Tier 1)

• Serve as the first point of contact for IT-related issues via ticketing system, email, chat, or walk-up support
• Troubleshoot and resolve common hardware, software, and access issues (e.g., login problems, application errors, device connectivity)
• Provide clear, timely communication and follow-up with users throughout the support process
• Escalate unresolved or complex issues to the third-party IT vendor with proper documentation and context

Device & Asset Management

• Maintain accurate inventory of laptops, accessories, and other IT assets
• Track device assignments, replacements, and lifecycle status
• Coordinate repairs, replacements, and warranty requests as needed

Collaboration & Vendor Coordination

• Act as an internal liaison with the third-party IT vendor for escalated incidents, requests, and maintenance activities
• Ensure issues are properly categorized, documented, and prioritized before escalation
• Monitor vendor response and resolution to meet internal service expectations

Documentation & Continuous Improvement

• Create and maintain internal IT documentation, onboarding checklists, and knowledge base articles
• Identify recurring issues and suggest process improvements to enhance efficiency and user experience
• Follow IT security policies and escalate potential security concerns appropriately