IT Help Desk Specialist

Key Responsibilities

Technical Support & User Assistance

• Act as the first point of contact for IT issues, providing timely support in person, via phone, email, or remote access tools.
• Troubleshoot and resolve hardware, software, and connectivity issues for Mac, Windows, and other operating systems.
• Assist employees with their daily technical needs, ensuring minimal downtime and optimal productivity.

Technical Asset Management

• Maintain accurate inventory of all technical assets including laptops, desktops, mobile devices, network equipment, storage solutions, and peripherals.
• Coordinate procurement, installation, configuration, and lifecycle management of all IT assets.
• Manage maintenance schedules, warranty tracking, and vendor support for technical equipment.

Network Setup & Troubleshooting

• Configure, monitor, and troubleshoot wired and wireless networks including TP-Link Omada environments.
• Maintain and optimize LAN, WAN, VPN, and internet connectivity.
• Identify and resolve speed and connectivity issues; follow up with ISPs to ensure service quality.
• Support network infrastructure upgrades and expansions.

Infrastructure & Server Management

• Assist in building and maintaining IT infrastructure including local servers, NAS storage, and other shared services.
• Configure and maintain backup solutions and disaster recovery plans.
• Manage user accounts, permissions, and security policies in both local and cloud environments.

Cloud & Collaboration Tools

• Administer and support Google Workspace (G Suite) and Microsoft 365 services, including email, file storage, collaboration tools, and security settings.
• Provide training and guidance to staff on best practices for using cloud services efficiently and securely.

Surveillance & Security Systems

• Install, configure, and maintain CCTV and surveillance systems (e.g., Hikvision).
• Ensure video storage, retrieval, and monitoring systems are functioning properly.

Vendor & Service Provider Coordination

• Liaise with vendors for purchasing, repairs, and technical support of IT assets.
• Obtain quotations, process purchase orders, and manage vendor relationships.
• Coordinate with service providers for infrastructure installations and maintenance.

Qualifications & Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum 2 years of relevant IT support experience, preferably in a media, creative, or technology environment.
• Hands-on experience with network administration (CCNA-level knowledge preferred).
• Experience with TP-Link Omada networking environments.
• Experience with Hikvision or other surveillance systems.
• Proficiency in G Suite / Google Workspace and Microsoft 365 administration.
• Strong troubleshooting skills for both Mac OS and Windows environments.
• Experience with local server and NAS storage setup, configuration, and maintenance.
• Solid understanding of DHCP, DNS, VLANs, VPNs, and network security principles.
• Strong organizational skills for asset management and documentation.
• Excellent communication and customer service skills.
• Experience in creative or media production environments.
• Knowledge of IT security best practices.
• Familiarity with VOIP systems and video conferencing tools.

Preferred Skills

• Experience in creative or media production environments.
• Knowledge of IT security best practices.
• Familiarity with VOIP systems and video conferencing tools.