Information Technology Support Specialist

!!ONISTE ROLE IN DOWNTOWN FORT WORTH!!

Job Description

IT Support Specialist

Position Purpose

The IT Support Specialist provides frontline technical support to employees, ensuring the timely resolution of IT issues and maintaining a high standard of customer service. This role supports the organization’s technology operations by managing the help desk, overseeing user lifecycle processes, and assisting with the administration of core IT systems.

Core Responsibilities

• Help Desk & Ticketing
• Manage the Freshdesk ticketing platform, including ticket intake, assignment, resolution, and reporting.
• Provide timely support for user-reported technical issues and escalate as necessary.
• Monitor service levels and generate performance reports for IT leadership.
• User Lifecycle Management
• Lead employee onboarding and offboarding activities, including account setup, device provisioning, and access management.
• Document and maintain onboarding/offboarding procedures to ensure accuracy, consistency, and compliance.
• Track IT assets and assist with software license management.
• Technical & Systems Support
• Provide support for desktops, laptops, mobile devices, printers, and conferencing systems.
• Support daily operations for Microsoft 365, Azure, and Intune , assisting with account and policy administration.
• Assist with networking systems, including monitoring and documentation.
• Provide support for the Unified Office communications platform.
• Maintain IT documentation, including process guides and network records.
• Collaboration & Projects
• Work with senior IT staff on infrastructure projects, upgrades, and migrations.
• Escalate complex issues appropriately while maintaining clear communication with end users.
• Support IT security initiatives and educate staff on best practices.

Required Skills & Knowledge

• Experience with Freshdesk or other help desk/ticketing systems.
• Knowledge of Windows 10/11 and Microsoft 365 applications.
• Familiarity with Azure AD, Intune, and cloud-based identity management.
• Basic understanding of networking concepts and Meraki systems.
• Strong problem-solving, communication, and documentation skills.
• Ability to manage multiple priorities and provide excellent customer service.

Position Scope

The IT Support Specialist I is the primary point of contact for IT support requests and has responsibility for managing Freshdesk operations, documenting IT processes, and supporting the administration of enterprise systems and services.

Physical Demands

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Generally required to stand, walk, sit, climb, carry, use hands, handle documents, bend and stoop as needed, and reach with hands and arms.
• Ability to sit at a computer for an extended period.
• Ability to work in an indoor and outdoor environment, including basements and rooftops.
• Ability to receive detailed information through oral communication and to distinguish sounds and perceive the nature of sounds at normal speaking levels with or without correction.

Work Environment

The work environment conditions described here are representative of those an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work nights and weekends as needed
• Ability to be available during planned on-call scheduling
• Perform other duties and special projects as needed
• Must be able to perform all the essential duties of the job with or without reasonable accommodation
• Must be able to communicate with others and exchange accurate information verbally

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