The IT Specialist will provide vital support for the PLS Desktop and Laptop computing environment. This role involves troubleshooting, maintaining system integrity and security, and ensuring the optimal performance of IT infrastructure. The analyst will collaborate with internal users to address technical needs and actively manage tickets in the firm’s ticketing system. 

Key Responsibilities 

• Incident Management: Respond promptly to user and system trouble tickets, resolve technical issues, and ensure system security and reliability. 

• Requirements Analysis: Collaborate with internal users to identify operational challenges, define the scope of issues, and document findings to support resolution or escalate to higher-tier resources. 

• Solution Development: Design, document, and implement system workflows, analyze alternatives, and prepare technical specifications to resolve IT-related challenges. 

• User Support: Develop clear, user-friendly documentation and provide ongoing technical support to ensure smooth system operation for end users. 

• Standards Compliance: Uphold service quality by enforcing organizational IT standards and ensuring compliance. 

• Reporting: Collect, analyze, and summarize data to create insightful reports that inform business decisions. 

• Other Duties: Perform additional responsibilities as required to meet the organization's goals and objectives. 

Educational Requirements 

• Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, Mathematics, Economics, Business Management, Finance, or Engineering. 

Technical Expertise 

• Minimum of 2 years of experience in installing and troubleshooting Windows 11 operating systems. 

• Proven experience troubleshooting computer hardware and configuring local and network printers. 

• Basic understanding of networking protocols (TCP/IP, DNS, DHCP) and VPN setup. 

• Strong troubleshooting skills with web-based applications. 

• At least 2 years of experience with Microsoft Office 365, Microsoft Intune or SCCM, and Microsoft SharePoint. 

• Familiarity with PowerShell, Azure AD Administration, and Microsoft Endpoint Manager. 

• Hands-on experience working within an ITIL framework. 

• Knowledge of Exchange Online, Office 365, and SMTP relay configurations.