IT Specialist

In this role, you will provide Tier 1 / Tier 2 end-user support and contribute to reliable IT service delivery across the organization. Key responsibilities include: Providing technical support for end users across hardware, software, access, and collaboration tools. Troubleshooting and resolving incidents related to: Laptops, desktops, and mobile devices. Conferencing systems and collaboration platforms. VPN connectivity and remote access issues. Core business applications and IT services. Supporting user onboarding and offboarding activities, including: Device provisioning and configuration. Account setup and access management. Equipment returns and lifecycle processes. Managing IT support requests through the ITSM platform, ensuring accurate documentation and timely resolution. Partnering with Digital Workplace, Security, and Infrastructure teams to elevate issues and drive resolution. Supporting continuous improvement initiatives by identifying recurring issues and recommending process enhancements. Essential Duties and Job Functions: Provide Tier 1 / Tier 2 technical support for IT incidents and service requests. Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues across Windows and macOS environments. Assist with user account management and access requests, including MFA resets, group access, and application permissions. Maintain accurate and complete ticket documentation, including troubleshooting steps, status updates, and resolution details. Ensure timely communication with users regarding ticket progress, expectations, and resolution timelines. Escalate complex technical issues to appropriate resolver teams with detailed troubleshooting information and business impact. Support endpoint management processes, including device deployment, inventory updates, refresh cycles, and asset returns. Assist with maintaining knowledge base documentation and self‑service resources. Identify opportunities for automation, process improvements, and reduction of recurring support issues. Follow established IT processes, procedures, and service level agreements (SLAs). Support both onsite and remote employees with a customer‑focused approach. Maintain a high level of professionalism, ownership, and attention to detail when handling user requests. Knowledge & Skills: Strong troubleshooting skills across Windows and macOS operating systems. Experience supporting laptops, desktops, mobile devices, conferencing tools, and enterprise applications. Familiarity with identity and endpoint management tools, including: Google Workspace. Okta and/or Azure Active Directory. Microsoft Intune. JAMF. VPN clients. Experience working with IT Service Management (ITSM) platforms such as ServiceNow or Jira Service Management. Strong customer service mindset with excellent written and verbal communication skills. Ability to manage multiple tickets, prioritize workload, and meet SLA expectations. Understanding of ITIL fundamentals, including incident management, request fulfillment, escalation processes, and knowledge management. Strong organizational, analytical, and problem‑solving skills. Ability to work effectively in a fast‑paced, growing environment. Strong attention to detail with a process‑driven mindset. Ability to collaborate effectively with cross‑functional teams and technical stakeholders. Commitment to maintaining accurate documentation and following established IT procedures. Education & Experience: 2‑4 years of experience in IT support, service desk, desktop support, or end‑user computing roles. Experience supporting enterprise users in onsite and remote environments. Hands‑on experience with endpoint provisioning, user access management, and IT operations processes. Familiarity with cloud‑based productivity platforms and enterprise identity solutions preferred. ITIL certification or related IT service management training is a plus. #J-18808-Ljbffr