IT Support Specialist

Description

The Vertex Companies, LLC (Vertex) is a $180M global consulting firm that integrates strategic advisory, project management, and dispute resolution services for organizations facing complex challenges in a world of risk. We embody our core values of embracing lifelong learning, operating with urgency, maximizing value, and driving collaboration to better outcomes for our clients, colleagues, and communities. Join us if you are looking for a career that offers you a chance to love what you do and deliver meaningful impact.

Vertex is seeking an IT Onboarding & Support Specialist to serve as a hands-on owner of end-user technology and help desk operations. This role prepares user accounts, builds and deploys computers, and delivers responsive on-site technical support, while also helping to define, document, and continuously improve the IT help desk processes that keep the office running. This is a fast-paced role suited to an independent, customer service mindset, self-driven professional who communicates clearly, manages competing priorities, and consistently meets deadlines.

This is a fully on-site position; the employee must be available to work from the office five days per week.

• Create and configure user accounts for new hires, including email, applications, security groups, and required permissions.
• Build, image, and configure PCs, assembling, deploying, and standardizing laptops, desktops, monitors, mobile devices, and peripherals to company specifications.
• Install required software and confirm that every device meets company security and configuration standards.
• Coordinate with Human Resources, hiring managers, and other IT team members so new hires are fully provisioned and ready on their first day.
• Provide new employees with technology orientation and login assistance.

• Serve as a primary point of contact for end-user support, resolving hardware, software, network, printing, email, and account-access issues.
• Provide responsive deskside and on-site technical support to employees across the office.
• Manage password resets, account lockouts, multifactor authentication issues, and access requests.
• Escalate complex technical or security issues to the appropriate IT team member or vendor, and follow through to resolution.

• Define, document, and maintain IT help desk processes, standard operating procedures, and ticket-handling workflows.
• Identify recurring issues and process gaps, and drive improvements that increase speed, consistency, and end-user satisfaction.
• Track and report on support activity, response times, and completed setups.

• Manage the full lifecycle of software licenses — assignment, tracking, reclamation, renewals, and compliance.
• Maintain accurate inventory of computers, accessories, licenses, and other IT assets.
• Support IT procurement by sourcing, ordering, and receiving equipment and software, and coordinating with vendors.
• Assist with employee departures by disabling access and collecting company equipment.
• Assist with office technology projects and equipment installations as needed.

• Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or 5 years of related work experience and no degree.
• Previous experience in an IT support, help desk, desktop support, or technical support role.
• Hands-on experience building, imaging, and deploying Windows computers, and configuring user accounts for employees.
• Working knowledge of Microsoft 365, networking, printers, computer hardware, and software…