IT Support Specialist

Responsibilities

• Provide Level 2 and Level 3 support and installation for desktops, laptops, mobile devices, printers, scanners, and peripherals
• Install, configure, and maintain Windows and macOS operating systems
• Support Microsoft 365 services including Outlook, Teams, One Drive, and Share Point
• Diagnose and resolve complex hardware, software, and performance issues
• Troubleshoot office LAN, Wi‑Fi, VPN, and network‑connected devices, including printers
• Support and coordinate configuration of network devices (switches, access points, firewalls) in collaboration with infrastructure teams
• Serve as the local IT point of contact during network outages or connectivity incidents
• Provide advanced support to report users, including access management and troubleshooting reporting platforms
• Work with application, ERP, and data teams to resolve reporting or data access issues
• Provide support to employees and QAD users to troubleshoot and resolve system issues impacting business operations in a timely manner
• Serve as an escalation point for complex incidents and recurring issues
• Ensure incidents and service requests are resolved within defined service levels (SLA’s) using the IT ticketing system
• Perform root cause analysis and recommend permanent solutions
• Maintain high-quality technical documentation and knowledge base articles
• Manage Active Directory and Microsoft 365 user accounts, groups, and permissions
• Lead onboarding and offboarding IT on‑site activities
• Maintain accurate IT asset inventory and lifecycle management
• Support audit, compliance, and internal control activities (SOX, IT policies)
• Participate in IT projects, system rollouts, and technology refresh initiatives
• Proactively identify opportunities to improve IT support processes and user experience
• Provide after-hours or on‑call support for critical incidents when required

• 5+ years of experience in IT support, desktop support, or service desk roles
• Bachelor’s degree or technical degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Advanced experience supporting end-user hardware and peripherals
• Strong knowledge of WindowsOS, macOS, and Microsoft 365
• Intermediate networking knowledge (TCP/IP, DNS, DHCP, VPN)
• Experience with Intune and identity / access management
• Experience with ITSM tools (Service Now, Fresh service, Jira, Zendesk, Entra)
• Excel, Power BI, and business reporting tools
• Experience supporting ERP or business systems (SAP, Oracle, Net Suite, Dynamics)
• Willingness and availability to respond in exceptional cases of urgency to assure the systems operation
• Ability to explain technical issues to non-technical users
• Strong analytical and troubleshooting skills
• Ability to prioritize and manage multiple tasks under pressure
• Strong sense of ownership and accountability
• IT certifications such as CompTIA A+, Network+, ITIL Foundation, or similar a plus

Demonstrates expertise in providing Level 2 and Level 3 IT support, including installation and maintenance of Windows and macOS operating systems, as well as advanced troubleshooting of hardware and software issues. Proficient in managing Microsoft 365 services and network devices while ensuring compliance with IT policies and service level agreements.