IT Support Specialist

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 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 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 #J-18808-Ljbffr Socket.dev