Overview
Title: IT Desktop Support Specialist
Location: 04011, Aprilia, Latium, Italy
Duration: 12 months - Extendable
Language: Italian (mandatory)
Responsibilities
* The Band 2 – Desktop Technician will provide day-to-day local and remote desktop support, handle inbound calls, troubleshoot issues, and document resolutions in the ticketing system. The candidate will also engage with supervisors / managers for escalation handling and ensure operational consistency. The role covers break-fix support, fault diagnosis, and resolution across hardware, software, and applications.
* Provide first / second-level contact and problem resolution for customer issues.
* Work with third-party vendors to remediate complex AV issues.
* Maintain timely communication and update ticket status for reported incidents.
* Install, upgrade, support, and troubleshoot Windows OS (XP, 7, 8.1, 10), Microsoft Office (2010 / 365), Cisco Jabber, and authorized applications.
* Provide basic support for Mac OS users.
* Install, upgrade, support, and troubleshoot printers, desktops, laptops, and peripherals.
* Perform preventive and remedial maintenance on IT hardware and devices.
* Troubleshoot network connectivity, workstation hardware, and software issues using diagnostic tools.
* Basic understanding of Networks, Servers, Audio / Visual, Smart Devices, and Telecoms.
* Work flexibly in a project-based environment and collaborate with team members.
* Perform other duties as assigned.
* Strong knowledge of Windows 7–10, Active Directory, GPOs, MS Office 365, PC hardware, enterprise antivirus, and helpdesk ticketing systems.
* Experience with mobile device management (iOS, Android), enterprise encryption, and Windows device management.
* Ability to multi-task, prioritize effectively, and meet SLAs.
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