Information Technology Support Specialist

The IT Support Specialist is responsible for providing frontline technical support to employees, resolving hardware, software, and network issues, and ensuring the reliable day-to-day operation of the organization's IT systems. This role serves as the first point of contact for technology-related requests and plays a key part in maintaining a secure, efficient, and productive workplace.

• Provide timely, professional first- and second-level support for hardware, software, and network issues via phone, email, ticketing system, and in person.
• Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot and resolve issues with Microsoft 365, Windows/macOS operating systems, VPN, and business applications.
• Escalate complex issues to senior IT staff or vendors as needed, ensuring proper documentation and follow-through.

• Set up and configure new employee workstations, accounts, and access permissions (onboarding/offboarding support).
• Manage user accounts in Active Directory / Azure AD, including password resets and permission changes.
• Maintain inventory of IT assets (laptops, monitors, mobile devices, licenses).

• Support basic network troubleshooting (Wi-Fi, LAN/WAN, connectivity issues).
• Assist with maintenance of servers, backups, and business continuity procedures under guidance from senior staff.
• Support conference room/AV technology and collaboration tools (Teams, Zoom, etc.).
• Apply software updates, patches, and security configurations to endpoints.

• Log, track, and update all support requests in the ticketing system with clear, accurate documentation.
• Maintain and update internal knowledge base articles and standard operating procedures.
• Identify recurring issues and recommend process or system improvements.

• Follow established IT security policies and help enforce best practices among end users.
• Assist with monitoring for security incidents and reporting anomalies to senior IT staff.
• Support compliance-related audits and documentation as needed.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or equivalent practical experience.
• 1–3 years of experience in an IT support/helpdesk role.
• Working knowledge of Windows and/or macOS environments.
• Experience with Microsoft 365 administration (Exchange, Teams, SharePoint).
• Familiarity with Active Directory/Azure AD user management.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Strong customer service orientation and communication skills.
• Ability to prioritize and manage multiple tickets/requests simultaneously.

• Certifications such as CompTIA A+, Network+, or Microsoft certifications (MD-102, AZ-900).
• Experience with ticketing systems (Service Now, Fresh service, Zendesk, etc.).
• Exposure to endpoint management tools (Intune, SCCM).
• Experience supporting remote/hybrid work forces.

• Strong problem-solving and analytical skills.
• Patient, clear communicator with both technical and non-technical staff.
• Detail-oriented with strong documentation habits.
• Self-motivated and able to work independently as well as part of a team.
• Comfortable in a fast-paced environment with shifting priorities.