Technical Support Specialist

Job Description

Job Description

Our client is seeking a motivated and technically proficient IT Technical Support Specialist. This mid-level role supports the office productivity environment, including desktops, laptops, Windows and macOS endpoints, iOS devices, audio/video and conference rooms, printers/copiers, smartphones, telephony/networking, and associated business applications. Responsibilities include installing, configuring, diagnosing, repairing, maintaining, and upgrading endpoint hardware, operating systems, software, and peripheral equipment to support reliable workstation performance and end-user productivity. In a help desk/service desk capacity, the specialist will troubleshoot incidents and service requests in person, by phone, remotely, and through email, document work in the ticketing system, and collaborate with IT team members to deliver timely, dependable support.

Key Responsibilities / Functions:

· Support desktops, laptops, Macs, and mobile devices by installing, configuring, maintaining, upgrading, and troubleshooting hardware, operating systems, software, user accounts, and endpoint settings.

· Assist with building, maintaining, and deploying standard Windows and macOS device images and endpoint configurations.

· Support Microsoft 365 applications and services, including account setup, Intune, license assignment, and collaboration tools such as Teams and Zoom.

· Support endpoint protection, anti-virus/anti-malware tools, patching, and security policy enforcement under senior IT guidance.

· Support mobile devices through provisioning, configuration, compliance policy enforcement, and asset tracking using Intune or similar mobile device management platforms.

· Support printers, copiers, and video conferencing systems through maintenance and troubleshooting.

· Improve office productivity environments by identifying issues and recommending solutions.

· Respond to incidents and service requests through hands-on and remote support, document activity in the ticketing system, escalate issues as needed, and communicate status through resolution.

· Support endpoint backup and recovery processes and follow established data protection and retention procedures.

· Assist with hardware and software procurement to meet organizational needs.

Personal Characteristics and Attributes

· Strong customer service focus and commitment to resolving user issues.

· Strong analytical and problem-solving skills.

· Clear verbal and written communication with non-technical stakeholders.

· Self-motivated, responsive, and reliable in completing assignments.

· Interest in learning new technologies and keeping current with trends.

· Positive, collaborative approach with team members and other departments.

· Ability to support hardware and software training during onboarding and ad hoc sessions.

Required Qualifications: (Education, Technical Skills/Knowledge)

· 3–5 years of hands-on support for desktops, laptops, Macs, smartphones, AV/conferencing, and related office technology.

· Experience installing, configuring, troubleshooting, and supporting PC and Mac hardware and software in business environments.

· Working knowledge of endpoint protection, patching, anti-virus tools, and mobile device management concepts.

· Experience working in a ticketing system to document incidents, service requests, escalations, and resolutions.

· Familiarity with Microsoft 365 administration, Entra ID/Active Directory, Intune, and collaboration platforms.

· Associate or bachelor’s degree in a computer-related field, or equivalent experience.

Nice-to-Have Qualifications:

· Certifications such as CompTIA A+, Network+, Microsoft 365 Modern Desktop Administrator, or HDI Desktop Support Technician.

· Experience with endpoint imaging and deployment tools such as Intune, Autopilot, or SCCM.

· Exposure to telecom and network environments, including VPNs, phone systems, routers, switches, and circuits.

· Experience with desktop backup solutions and data recovery procedures.

· Familiarity with asset management tools and IT procurement processes.