IT Support Specialist

IT Support Specialist

Founded in 1996, Net at Work is one of North America's largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today's digital economy.

We are currently looking for a talented and motivated internal IT Support Specialist that has a desire to work in a fast-paced environment.

As an IT Support Specialist, you will be an integral part of our Internal IT Team, providing professional, positive, and reliable end-user support across the organization.

Your responsibilities will include:

• Provide on-site support in our NYC office and remote support to employees across the organization.
• Support Windows laptops, workstations, mobile devices, printers, meeting rooms, video-conferencing solutions, peripherals, and other end-user technologies.
• Respond to end-user tickets and service requests in a timely, professional, and customer-focused manner.
• Handle incidents and service requests through the IT ticketing system, ensuring proper tracking, documentation, and follow-up.
• Manage user accounts, groups, permissions, and access in Microsoft Entra ID / Azure AD and Active Directory.
• Support employee onboarding, role changes, and offboarding processes in line with internal policies and security requirements.
• Install, configure, troubleshoot, and maintain end-user applications and technologies, including Microsoft Outlook, Teams, OneDrive, Microsoft Office applications, VoIP solutions, antivirus, and EDR tools.
• Prepare, configure, manage, and hand over IT equipment to new and existing employees according to best practices and internal standards.
• Utilize MSP tools for remote access, monitoring, and centralized endpoint management.
• Escalate complex technical issues to infrastructure, security, or external vendor teams when appropriate, while maintaining ownership and communication with end users.
• Create, maintain, and update technical documentation, including user guides, internal playbooks, troubleshooting procedures, and knowledge base articles.
• Ensure a high level of end-user satisfaction through excellent communication, professionalism, ownership, and a proactive service mindset.
• Participate in regular Internal IT department meetings and contribute to continuous improvement of IT support processes.
• Stay current with industry trends, technology updates, and best practices relevant to IT support and end-user services.

Job Requirements

• Minimum of 3 years of experience in an end-user-facing technical support role.
• Bachelor's degree in a related technical discipline, or equivalent training and experience, preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Hands-on experience supporting Microsoft Windows 11, macOS, iOS, and Android devices.
• Basic experience with Windows Server, Active Directory, Group Policy, Microsoft 365, Azure, user accounts, groups, and permissions.
• Hands-on experience with cybersecurity solutions, including antivirus and/or EDR endpoint protection tools.
• Ability to diagnose and resolve hardware, software, connectivity, and access-related issues both on-site in our NYC office and remotely using remote support tools.
• Experience setting up and troubleshooting printers and multifunction devices.
• Experience with desktop and laptop hardware upgrades; server hardware experience is a plus.
• Experience with desktop imaging software is a plus.
• Ability to prioritize tasks, manage time effectively, and work in a fast-paced support environment.
• Passion for delivering an excellent end-user experience.
• Basic cybersecurity awareness and understanding of secure IT practices.
• Excellent written and verbal communication skills with a service-oriented mindset.
• Ability to explain technical topics clearly to non-technical users.
• Strong documentation skills, including the ability to create and maintain clear technical procedures and support notes.
• Microsoft, VMware, Cisco, Citrix, or security-related certifications are a plus.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.
• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Compensation and Benefits

Base salary range: $60,000 to $80,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life:

• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

The Company expects to accept applications for this position until July 31, 2026 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.