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IT Technical Support Specialist
Madre Integrated Engineering. Provide on-site and remote technical support for Windows and Apple devices, including desktops, workstations, laptops, iMacs, and MacBooks .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing on-site and remote technical support for Windows and Apple devices, including troubleshooting hardware and software issues, managing service requests, and maintaining IT assets. Exhibits strong communication and service-oriented skills while adhering to approved procedures and service level agreements.
Highest-signal resume keywords
Windows Technical SupportApple Technical SupportRemote Desktop SupportTicketing System ManagementIT Asset Installation and Maintenance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting Hardware IssuesTroubleshooting Software IssuesPeripheral SupportOperating System InstallationIT Equipment RelocationHardware UpgradesPreventive MaintenanceService Level Agreement AdherenceDiagnostic Detail LoggingConfiguration of IT Assets
Soft Skills
Professional CommunicationService OrientationRespectful InteractionsEthics and IntegrityTeam Collaboration
Tools & Technologies
Remote Support ToolsTicketing SystemsDiagnostic ToolsIT Asset Management Systems
Industry Keywords
Technical Support ServicesHelpdesk ServicesCross-TrainingSLA ComplianceQM Standards
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Ability to provide on-site and remote support for Windows and Apple end-user devices
- Ability to troubleshoot and resolve common hardware, software, peripheral, and remote desktop issues
- Ability to log, update, and manage tickets, escalations, and diagnostic details
- Ability to install, configure, relocate, upgrade, and maintain IT assets and peripherals
- Ability to follow approved procedures, SLAs, escalation matrices, and QM IT Department direction
- Availability for after-hours and on-call support as required
- Progressively take on activities typically handled by Technical Support Services – Tier 2 while maintaining service quality and SLA adherence
- Support cross-training between Helpdesk Technical Services and Audio-Visual Technical Services, as applicable
- Maintain a professional appearance on-site, wearing formal business attire aligned with QM standards
Benefits
Comp & perks- On-call and after-hours support availability as required
- Professional development through cross-training between Helpdesk Technical Services and Audio-Visual Technical Services, as applicable