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JoVE

L1 IT Specialist

JoVE

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

Posted 10/28/2026full-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 and software issues, managing user accounts, and supporting collaboration tools. Proficient in IT service management practices and maintaining documentation while ensuring adherence to security protocols.

Highest-signal resume keywords
Windows 10/11 SupportMacOS SupportMicrosoft 365 AdministrationGoogle Workspace AdministrationTicketing/ITSM Platforms

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
TroubleshootingDevice DeploymentNetwork DiagnosisUser Account AdministrationSoftware InstallationVoIP SupportITIL FrameworkMFA EnrollmentAccess ControlDocumentation
Soft Skills
Customer Service MindsetVerbal CommunicationWritten CommunicationAttention to DetailPrioritization
Tools & Technologies
ZendeskJira Service ManagementServiceNowSalesforceGoogle Admin ConsoleMicrosoft 365 Admin CenterSlack Admin Console
Industry Keywords
IT Help DeskDesktop SupportEnd-User SupportIT SecurityChange Management

Tech Stack

Tools & technologies
DNSITSMMacOSServiceNowTCP/IPVoIP

About the role

Key responsibilities & impact
  • Provide Level 1 technical support through the ticketing system, remote support channels, and hands-on/deskside support when applicable
  • Troubleshoot and resolve hardware, software, operating system, peripheral, printing, audio/video, and connectivity issues
  • Set up, configure, deploy, replace, and maintain end-user equipment
  • Support Windows and macOS environments, productivity applications, browsers, email, collaboration tools, and remote-access tools
  • Diagnose basic network and connectivity issues involving Wi-Fi, VPN, TCP/IP, DNS, and DHCP, escalating 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 provisioning, setup, call-quality issues, and basic configuration
  • Log, prioritize, update, and resolve support tickets within established SLAs; maintain troubleshooting and escalation documentation
  • Maintain IT asset and inventory records
  • Follow IT security, access-control, data-protection, change-management, and support procedures; escalate suspected security issues
  • Create and maintain support documentation, knowledge-base articles, setup instructions, and troubleshooting procedures
  • Coordinate hardware repairs, warranty/vendor support, and equipment replacements; perform other assigned IT support duties

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
  • Mac and Windows Support

Benefits

Comp & perks
  • A competitive compensation package including unlimited commissions on your sales
  • Direct impact in accelerating science research and education
  • Opportunity to work with global teams and in an environment that promotes innovation and collaboration
  • Strong promotion from within culture with a clear path to advance your career