Position Details

Salary $22 – $25 USD / year

Type Contract

Experience entry

Exp. Years Not specified

Education Not specified

Category IT Support & Helpdesk

About this role

This IT/OT Service Desk Specialist role supports internal employees and external clients with hardware, software, and network troubleshooting. It is a contract to permanent position emphasizing documentation, remote support, and adherence to IT security policies.

Key Responsibilities

Troubleshoot hardware, software, and network issues
Monitor system performance for reliability and security
Support end users with access, configuration, and remote support
Document incidents and build knowledge base articles
Enforce IT security policies (access controls, backups, antivirus)

Technical Overview

You will diagnose and resolve hardware, software, and network system issues, monitor system performance, and support end-user access, configurations, installations, and upgrades. The role also includes incident documentation with knowledge base articles and security responsibilities such as enforcing access controls, managing backups, and implementing antivirus solutions.

Ideal Candidate

The ideal candidate is an IT/OT-focused service desk specialist who can troubleshoot hardware, software, and network issues while delivering strong customer service. They can document incidents and maintain knowledge base articles, handle end-user account access issues (including password resets), and provide remote support while collaborating with internal IT teams and external vendors.

Must-Have Skills

diagnose and resolve issues related to hardwaresoftwareand network systemsdocument incidentssolutionsand knowledge base articlesaccount management taskssuch as resetting passwords and resolving access issuesprovide remote support for users

Nice-to-Have Skills

basic training to users on IT tools and technologies

Tools & Platforms

antivirus solutionsbackupsknowledge base articles

Required Skills

IT/OT Service Desk Specialisthardware troubleshootingsoftware troubleshootingnetwork systemssystem performance monitoringend user supportknowledge base articlespassword resetaccess issuesremote supportantivirus solutionsbackupsaccess controlsIT security policiesvendor collaboration

Hard Skills

diagnose and resolve issues related to hardwaresoftwareand network systemsescalating complex problemsmonitor system performancesecurityoptimal functionalityend user supportsystem accesshardware setupapplication usageconfigurationsdocument incidentsknowledge base articlesmanage lifecycle of end-user hardware and softwareinstallationconfigurationupgradesaccount management tasksresetting passwordsresolving access issuesremote supportbasic training to userscollaborate with internal IT teamscollaborate with external vendorsenforcing access controlsmanaging backupsimplementing antivirus solutions

Soft Skills

proactive problem-solvingcustomer servicecustomer satisfactioncommunicationcollaboration

Industry & Role

Industry Consulting

Job Function Provide IT/OT service desk technical support and end-user troubleshooting

Role Subtype Service Desk Analyst

Keywords for Your Resume

IT/OT Service Desk SpecialistService DeskIT supportOT supporthardwaresoftwarenetwork systemsescalating complex problemssystem performancesecurityend userssystem accesshardware setupapplication usageconfigurationsdocument incidentsknowledge base articlesend-user hardwareend-user softwareinstallationconfigurationupgradesaccount managementresetting passwordsaccess issuesremote supportremote support for usersbasic traininginternal IT teamsexternal vendorsIT security policiesaccess controlsbackupsantivirus solutionsContract to permanentservice desk

Deal Breakers

Must be able to diagnose and resolve issues across hardware, software, and network systems, Must handle end-user account management (password resets and access issues)

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