IT Support Specialist

We are seeking a customer-focused and technically capable IT Support Specialist to join our IT team. The ideal candidate will provide day-to-day technical support to employees, troubleshoot hardware and software issues, manage incidents and requests through the ticketing system, and contribute to maintaining a secure and efficient workplace technology environment. This role requires strong problem‑solving skills, excellent communication, and the ability to work collaboratively across teams to ensure timely resolution of IT issues.

• Serve as the first point of contact for internal users via phone, email, chat, and ticketing system; prioritize, document, and resolve incidents and service requests in a timely manner.
• Troubleshoot, diagnose, and repair desktop and laptop hardware, peripherals, and mobile devices; perform OS and application installations, upgrades, and configurations.
• Support and maintain corporate software applications, including installing, configuring, and updating authorized business applications and assisting users with application‑specific issues.
• Manage user accounts, permissions, and access in identity and access management systems; perform onboarding and offboarding tasks including provisioning/deprovisioning hardware, email, and system access.
• Assist with network troubleshooting and connectivity issues, including wired and wireless networks, VPN access, and basic firewall or router configuration in coordination with network engineers.
• Document troubleshooting steps, resolutions, knowledge base articles, and standard operating procedures to promote self‑help and reduce recurring incidents.
• Participate in IT asset inventory management, including tracking, imaging, deploying, and disposing of equipment in accordance with company policies.
• Maintain IT security best practices by applying patches, updates, and endpoint protection tools; escalate security incidents and collaborate with security and compliance teams as needed.
• Collaborate with cross‑functional teams on IT projects, deployments, and upgrades; provide after‑hours or on‑call support as required for critical issues or scheduled maintenance.

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
• 2+ years of hands‑on experience in IT support, help desk, or desktop support roles supporting Windows and macOS environments.
• Working knowledge of common office productivity software (e.g., Microsoft 365), remote support tools, ticketing systems (e.g., Jira, Service Now), and basic networking concepts.
• Familiarity with Active Directory, Azure AD, identity management, and MFA implementations; experience with mobile device management (MDM) is a plus.
• Strong troubleshooting and analytical skills, with an emphasis on customer service and clear communication to non‑technical users.
• Ability to manage multiple concurrent requests, maintain accurate documentation, and follow established processes and escalation paths.
• Comfort working in a fast‑paced environment and willingness to learn new technologies and tools as business needs evolve.

• Industry certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or equivalent are preferred.
• Experience with endpoint management and imaging tools, cloud platforms (e.g., Azure, AWS), and basic scripting (Power Shell, Bash) is desirable.
• Previous experience supporting hybrid work environments and collaboration tools (e.g., Microsoft Teams, Zoom) is a plus.

• Full‑time position with a hybrid or onsite work model depending on team needs.
• Competitive salary commensurate with experience and a comprehensive benefits package, including health insurance, retirement plan options, and paid time off.
• Opportunities for professional development, training support, and assistance with certifications to advance technical skills.
• Collaborative team environment committed to diversity, equity, and inclusion and supportive of career growth within the company.