Madre Integrated Engineering

IT Support

• Provide on-site and remote technical support for Windows and Apple devices, including desktops, workstations, laptops, iMacs, and MacBooks
• Troubleshoot and resolve common hardware and software issues in accordance with approved procedures
• Provide remote desktop support using approved tools to minimize downtime
• Support accessories and peripherals, including printers, scanners, IP telephones, and related hardware
• Log, update, and manage technical incidents and service requests in the ticketing system
• Escalate complex or unresolved issues to Technical Support Services – Tier 2 with complete diagnostic details
• Support Tier 2 in resolving incidents, problems, and escalations through on-site assistance, task execution, and data collection
• Prepare, install, and configure IT assets
• Install operating systems, standard applications, and authorized software according to policies
• Perform on-site installation, relocation, and replacement of IT equipment and peripherals
• Execute approved hardware upgrades and component replacements
• Apply preventive and corrective maintenance to reduce downtime and extend asset life
• Maintain accurate asset records and lifecycle documentation in approved systems
• Conduct professional, respectful, and service-oriented interactions with end users, stakeholders, vendors, and QM stakeholders
• Uphold ethics, integrity, transparency, and accountability in all duties
• Perform work assignments as approved, authorized, or directed by QM Information Technology Department representatives

IT Technical Support Specialist

• Provide onsite and remote technical support for Windows and Apple desktops, laptops, workstations, iMacs, and MacBooks
• Diagnose and resolve routine hardware, software, operating system, and connectivity issues
• Support printers, scanners, IP telephones, accessories, and other IT peripherals
• Log, update, monitor, and close incidents and service requests through the ticketing system
• Escalate complex or unresolved issues to Tier 2 with complete diagnostic information
• Assist Tier 2 teams with onsite troubleshooting, task execution, and technical data collection
• Install and configure operating systems, standard applications, and approved software
• Prepare, deploy, relocate, replace, and maintain IT equipment and peripherals
• Perform approved hardware upgrades and component replacements
• Conduct preventive and corrective maintenance to minimize system downtime
• Maintain accurate IT asset records and lifecycle documentation

IT Technical Support Specialist

IT Technical Support Specialist – Tier 1