IT Support Specialist - EUC

Title: IT Support Specialist - EUC

Location: Via dell’Agricoltura 103, 41038 San Felice S.P. (MO), Italy – Onsite

Duration: 12 Months - Extendable

Key Responsibilities:

• Provide local IT support for workstations, including installation and maintenance of desktop operating systems.
• Assist with IT onboarding for new resources, including preparation and allocation of laptops/desktops.
• Manage users’ Active Directory accounts, including creation and deactivation.
• Coordinate with external vendors for any IT issues requiring extended support.
• Monitor system performance and collaborate with the local IT head to address potential issues.
• Deliver remote and onsite technical support to users through phone, Microsoft Teams, or in-person assistance.
• Handle Incident Management and Service Request Management activities.
• Maintain professional and clear communication, ensuring technical issues are explained in simple terms to non-technical users.
• Perform triage and troubleshooting based on provided guidelines and documentation.
• Utilize and update Knowledge Base (KB) articles as required.
• Escalate incidents and service requests following the defined escalation process.
• Keep users informed about progress and resolution timelines for open tickets.
• Guide users on application and IT infrastructure features using available KB resources.
• Contribute to continuous improvement initiatives within the IT support function.
• Collaborate with Security Operations teams for any security-related actions, executing mitigation and remediation activities as needed.