IT Support Specialist

• Serve as the first point of contact for all IT support requests across the agency
• Triage, prioritize, resolve, document, and escal…! help desk tickets
• Troubleshoot Windows and macOS laptops, peripherals, printers, and basic network connectivity issues
• Diagnose and resolve issues with email, conferencing, file sharing, password managers, and messaging platforms
• Support device imaging, setup, deployment, replacement, returns, and decommissioning
• Assist with onboarding and offboarding, including device configuration, access checks, application setup, and equipment coordination
• Maintain accurate ticket notes, asset records, and IT documentation
• Write and maintain user-friendly knowledge-base articles and how-to guides
• Identify recurring issues and surface patterns to the Senior IT Administrator
• Keep employees informed of ticket status and resolve requests within defined SLAs
• Participate in daily, weekly, and monthly support, ticket review, inventory, and documentation cadences

• 2 to 4 years of experience in an IT support or help desk role
• Hands-on experience supporting macOS and Windows environments
• Familiarity with Google Workspace or Microsoft 365
• Strong troubleshooting skills
• High-quality customer service orientation
• Clear written and verbal communication
• Ability to remain professional and calm under pressure
• Organized and process-driven approach
• Consistent adherence to documented procedures and proactive identification of gaps
• Experience with Rippling or a similar HRIS/device management platform is nice to have
• Basic understanding of SSO, MFA, and access controls is nice to have
• ITIL Foundation or service desk framework experience is nice to have

Demonstrates expertise in IT support, including troubleshooting Windows and macOS environments, managing help desk tickets, and maintaining IT documentation. Strong customer service orientation and effective communication skills are essential for resolving issues and supporting users.

• IT Support Experience
• Troubleshooting Skills
• Windows and macOS Support
• Customer Service Orientation
• Google Workspace or Microsoft 365 Familiarity

• Troubleshooting
• Help Desk Ticket Management
• Device Imaging
• Email and Messaging Support
• Network Connectivity Issues
• Access Control Understanding
• SSO and MFA Basics
• Knowledge-Base Article Writing
• Asset Record Maintenance
• Onboarding and Offboarding Support

• Clear Communication
• Professionalism Under Pressure
• Organizational Skills
• Process-Driven Approach

• ITIL Foundation

• Service Desk Framework
• IT Documentation
• Ticket Resolution
• Customer Support

• Google Workspace
• Microsoft 365
• Rippling
• HRIS Platforms