Branch IT Support Specialist

About the role

We are looking for a Branch IT Support Specialist to deliver first‑ and second‑level technical assistance to employees at our branch locations. You will be responsible for diagnosing and resolving hardware, software, network and application issues while maintaining service‑level agreements.

Key responsibilities

• Provide Level 1 and Level 2 support for branch users.
• Troubleshoot and resolve issues with desktops, laptops, monitors, scanners, printers and other peripherals.
• Support Windows 10/11, Microsoft 365, Outlook, Teams and Office applications.
• Diagnose connectivity problems including LAN, Wi‑Fi and VPN.
• Manage user accounts, password resets, permissions and access requests in Active Directory/Azure AD.
• Install, configure and maintain approved software and hardware.
• Log, prioritize and resolve incidents via an ITSM/ticketing system.
• Escalate complex problems to infrastructure, network, application or security teams.

Required profile

• 2–5+ years of experience in IT help‑desk or desktop support.
• Strong problem‑solving skills and ability to work under SLA pressure.
• Excellent communication with non‑technical users.

Required skills

• Windows 10/11
• Microsoft 365 / Office 365
• Active Directory, Azure AD, Entra ID
• Hardware and software troubleshooting
• Network troubleshooting – LAN, Wi‑Fi, VPN
• ITSM/ticketing tools (ServiceNow, Jira, Remedy)