IT Specialist

Role overview

Provide responsive, thoughtful Tier 1 IT support to employees across a hybrid Windows and macOS environment while building a foundation for growth into IT operations and information security. This is a contract, 40-hour-per-week role designed for an early-career technologist with roughly one to two years of experience who wants structured training, hands‑on mentoring, and exposure to both IT operations and cybersecurity.

• Serve as the first point of contact for IT requests and incidents through Fresh service, email, Microsoft Teams, and phone.
• Troubleshoot and resolve Tier 1 issues involving hardware, software, Windows and macOS devices, Microsoft 365, connectivity, VPN, and access.
• Assist with selected Tier 2 issues under guidance, documenting diagnosis and outcome.
• Support onboarding and offboarding by preparing devices, coordinating account creation, enrolling multifactor authentication, handling asset recovery, and tracking equipment in Snipe-IT.
• Fulfill access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes, escalating high-impact or security-sensitive issues through defined paths.
• Record troubleshooting steps in the ITSM, contribute knowledge articles and FAQs, and partner with HR and IT leadership to keep access records auditable.

• Approximately one to two years of relevant IT support experience.
• Working knowledge of Windows and macOS troubleshooting, Microsoft 365, VPN, Wi‑Fi, DNS, and remote access.
• Awareness of ITIL practices and foundational security concepts such as least privilege, MFA, and phishing prevention.
• Strong customer‑service instincts with the discretion to support executives and users handling sensitive information.
• CompTIA A+, ITIL Foundation, an entry‑level security certification such as Security+, or active pursuit of a relevant certification.

• Interest in cross‑training with cybersecurity teams and learning AI‑enabled automation tools.

• Contract role at $25–$27.50 per hour for 40 hours per week; full‑time benefits listed (medical, dental, vision, 401(k) with match, HSA, disability, life and AD&D, paid family leave, PTO) apply to eligible FTE positions rather than this contract.