IT Support Specialist - Diaverum

IT Support Specialist

• Provide first level support for all ITrelated issues including diagnosing and resolving hardware software and network problems for endusers.

• Install and configure operating systems particularly Windows 10 and Windows 11 across desktops and laptops in the head office and clinics.

• Troubleshoot and resolve system performance issues application errors and hardware malfunctions.

• Manage the IT help desk by responding to and tracking support requests ensuring timely resolution and maintaining a high level of user satisfaction.

• Log all relevant incident/service request details including categorization and prioritization using a ticketing system.

• Handle firstline incident/service requests and escalate complex cases to the 2nd line of support when necessary.

• Keep users informed of their ticket status and progress.

• Manage and maintain users and groups within Active Directory ensuring proper user access and permissions.

• Install PCs using System Center Configuration Manager (SCCM) images ensuring efficient deployment and consistent configuration across the organization.

• Provide ongoing system maintenance including installing patches and updates to ensure system security and performance.

• System and Network administration:

• OS installation Windows Linux is plus

• Assist in managing network operations including troubleshooting connectivity issues.

• maintain security protocols such as user end devices and antivirus software.

• Help with user access management including password resets and permissions.

• Provide firstline support and training to endusers in their daily work including account setup application usage and troubleshooting.

• Train and support users on the companys IT environment covering PC usage user accounts applications and best practices.

• Produce and maintain detailed documentation for support issues system configurations network setups and resolutions to facilitate knowledge sharing and future troubleshooting.

• Log and track all incidents and service requests in an IT service management system.

• Escalate unresolved issues to higherlevel support teams or external vendors as needed.

• Ensure timely resolution of incidents and provide status updates to users.

• Assist with the setup deployment and maintenance of hardware components including printers scanners and other peripherals.
  
  

• Strong experience in installing configuring and troubleshooting Windows 10 and Windows 11 environments.

• Basic knowledge of networking concepts such as IP addressing VLANs and wireless network management. Handson experience with configuring switches and access points is required.

• Ability to quickly diagnose and resolve issues related to software hardware and networking with minimal supervision.

• Experience managing users and groups within Active Directory including permissions access and security configurations.

• Excellent interpersonal and communication skills to effectively explain technical issues to nontechnical users and deliver highquality customer service.

• Ability to think critically and handle multiple tasks simultaneously while maintaining a calm demeanor under pressure.

• Provide guidance and support to users on how to use hardware and software efficiently.
  Conduct small training sessions or create documentation to help users understand new systems or processes.

• Assist in the planning and execution of IT projects such as system upgrades migrations and rollouts.

• Coordinate with other departments or teams to ensure smooth implementation of new technologies

• keep asset inventory and logs

• update time to time changes in the inventory logs.
  
  

• A degree in Information Technology Computer Science or a related field is preferred.

• Minimum of 2 years of experience in an IT support or help desk role.

• Certifications such as CompTIA A Network or Microsoft certifications are a plus.

• Basic understanding of network principles and best practices.

• Familiarity with ticketing systems and remote troubleshooting tools.