Technical Support Specialist

• Provide first-line IT support to ODP employees, customers, and government authorities. • Receive, troubleshoot, and resolve IT incidents and service requests within the agreed service levels (SLAs). • Install, configure, and maintain computers, laptops, printers, and peripheral devices. • Configure and manage user accounts, permissions, and access rights. • Monitor, prioritize, and manage the IT ticketing system while ensuring timely follow-up and resolution. • Perform routine health checks for IT systems and proactively identify potential issues. • Support basic network connectivity troubleshooting and escalate complex issues when required. • Maintain accurate IT asset inventory and lifecycle records. • Prepare technical documentation, operational procedures, and periodic performance reports.Ensure compliance with IT policies, security standards, and operational procedures • Bachelor's degree in Computer Science, Information Technology, or a related field. • 1–3 years of experience in IT support, helpdesk, or technical support roles. • Working knowledge of Windows operating systems, Active Directory, and Microsoft Office 365 administration. • Basic understanding of networking concepts (LAN/WAN, TCP/IP, DNS/DHCP, Wi-Fi troubleshooting). • Hands-on experience with IT ticketing/helpdesk systems (e.g., Freshservice, ServiceNow, or similar). • Familiarity with ITIL fundamentals is a plus. • Relevant certifications (CompTIA A+, Network+, or Microsoft certifications) are an advantage. • Bachelor's degree in Computer Science, Information Technology, or a related field. • 1–3 years of experience in IT support, helpdesk, or technical support roles. • Working knowledge of Windows operating systems, Active Directory, and Microsoft Office 365 administration. • Basic understanding of networking concepts (LAN/WAN, TCP/IP, DNS/DHCP, Wi-Fi troubleshooting). • Hands-on experience with IT ticketing/helpdesk systems (e.g., Freshservice, ServiceNow, or similar). • Familiarity with ITIL fundamentals is a plus. • Relevant certifications (CompTIA A+, Network+, or Microsoft certifications) are an advantage.