IT Specialist

JoVE

. Provide Level 1 technical support to employees through the ticketing system, remote support channels, and hands-on/deskside support when applicable.

Posted 10/14/2026full-timeRemote • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Level 1 technical support across Windows and macOS environments, including troubleshooting hardware, software, and network issues. Proficient in user administration, onboarding/offboarding processes, and maintaining IT asset records while ensuring adherence to IT security and service management practices.

Highest-signal resume keywords

IT Help Desk SupportWindows 10/11 TroubleshootingMicrosoft 365 AdministrationTicketing/ITSM PlatformsNetwork Connectivity Diagnosis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingDevice ConfigurationUser AdministrationNetwork DiagnosisSoftware InstallationDocumentationITIL FrameworkMFA EnrollmentAccess Control

Soft Skills

Customer Service MindsetVerbal CommunicationWritten CommunicationAttention to DetailPrioritization

Tools & Technologies

ZendeskJira Service ManagementServiceNowSalesforceGoogle Admin ConsoleMicrosoft 365 Admin CenterSlack Admin ConsoleVoIP SystemsRemote Access ToolsCollaboration Tools

Industry Keywords

IT SupportEnd-User TechnologyOnboarding/OffboardingIT SecurityService Management

Tech Stack

Tools & technologies

DNSITSMMacOSServiceNowTCP/IPVoIP

About the role

Key responsibilities & impact

Provide Level 1 technical support to employees through the ticketing system, remote support channels, and hands-on/deskside support when applicable.
Troubleshoot and resolve common hardware, software, operating system, peripheral, printing, audio/video, and connectivity issues.
Set up, configure, deploy, replace, and maintain laptops, desktops, monitors, mobile devices, printers, and other end-user equipment.
Support Windows and macOS environments, standard productivity applications, browsers, email, collaboration tools, and remote-access tools.
Diagnose basic network and connectivity issues, including Wi-Fi, VPN, TCP/IP, DNS, and DHCP, and escalate infrastructure issues when required.
Support employee onboarding and offboarding, including device preparation, account provisioning/deprovisioning, access changes, software installation, and equipment recovery.
Perform routine user and access administration, including password resets, MFA enrollment, group membership, distribution lists, licenses, and approved permissions.
Support and troubleshoot business phone/VoIP systems, including user provisioning, device/application setup, call-quality issues, and basic configuration for platforms such as GCF, RingCentral, 8x8, or similar solutions.
Log, prioritize, update, and resolve support tickets within established SLAs; maintain clear troubleshooting notes, resolution details, and escalation information.
Maintain accurate IT asset and inventory records, including device assignments, replacements, returns, repairs, and spare equipment.
Follow IT security, access-control, data-protection, change-management, and support procedures; escalate suspected security issues promptly.
Create and maintain support documentation, knowledge-base articles, setup instructions, and standard troubleshooting procedures.
Coordinate hardware repairs, warranty/vendor support, and equipment replacements as needed; perform other IT support duties assigned by the Team Manager.

Requirements

What you’ll need

3+ years of demonstrable experience in IT help desk, desktop support, deskside support, or a similar end-user technical support role.
Strong troubleshooting skills for laptops, desktops, operating systems, applications, peripherals, and common end-user technology issues.
Working knowledge of Windows 10/11 and macOS, with the ability to install, configure, update, and troubleshoot end-user devices.
Working knowledge of Microsoft 365 and Google Workspace applications and common collaboration tools.
Ability to diagnose basic network and remote-access issues involving Wi-Fi, VPN, TCP/IP, DNS, and DHCP.
Experience with employee onboarding/offboarding, device deployment, account administration, MFA, permissions, and software installation.
Experience with ticketing/ITSM platforms such as Zendesk, Jira Service Management, ServiceNow, or Salesforce.
Strong customer-service mindset with excellent verbal and written English communication skills.
Ability to explain technical concepts and troubleshooting steps clearly to both technical and non-technical users.
Strong attention to detail, documentation habits, prioritization skills, and ability to manage multiple support requests.
Basic understanding of IT service-management concepts, SLAs, KPIs, escalation practices, and frameworks such as ITIL.
Ability to work independently on routine incidents while recognizing when an issue should be escalated.
Computer Science, Information Technology, or related degree/diploma, or equivalent practical experience.
Google Admin Console / Google Workspace administration
Microsoft 365 Admin Center / Entra ID user and access administration
Slack Admin Console

Benefits

Comp & perks

A competitive compensation package including unlimited commissions on your sales
You will make a direct impact in accelerating science research and education.
Opportunity to work with global teams and in an environment that promotes innovation and collaboration.
Our strong promotion from within culture draws a clear path to advance your career with us