IT Support Specialist

Job Role – IT Support Specialist Job Summary

IT Support Specialist will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. IT Support Specialist provides Break Fix, fault diagnosis and resolution, fault analysis to customer’s core operating systems and platforms, and supports desktop fault resolution for the approved application suite.

Ideal candidate should have 2‑3 years of experience in Windows desktop support.

• Provide first/second level contact and problem resolution for customer issues.
• Work with third‑party vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, Microsoft Office 2010, Cisco Jabber and other authorized desktop applications.
• Have basic knowledge of Mac operating system to support Apple PC users.
• Install, upgrade, support and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops and printers.
• Perform remedial repairs on desktops, laptops, printers and other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, workstation hardware and software.
• Have broad experience in IT with basic understanding of networks, servers, audio/visual, smart devices and telecoms.
• Work in a project‑based environment requiring flexibility and teamwork; perform other duties as assigned.

• Bachelor’s Degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum of 18 months of IT experience.
• Windows 7–10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti‑virus solutions, helpdesk ticketing systems.
• Mobile device management including iOS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem‑solving skills.
• Proven ability to multi‑task, determine priorities and meet SLAs.
• Excellent communication, relationship‑building and internal customer‑service skills.
• Adaptable and flexible in a fast‑changing industry and work environment.
• Willing to work off‑hours and weekends when required for projects or emergency support.

• Phone:

Location: 920 Winter St, Waltham, MA, 02451, United States
Base Pay: $45,000.00 – $62,400.00 per year

IT Support

High school

Location: Waltham, MA, USA