IT SPECIALIST

Job Title: IT Specialist

Job Type: (Remote)

Job Summary

The IT Specialist Technical Support / Help Desk is responsible for providing technical assistance and support to employees and users experiencing hardware software network account and system-related issues. This position serves as a primary point of contact for IT support troubleshoots technical problems manages service requests and ensures timely resolution of incidents while maintaining a high level of customer service.

Key Responsibilities

• Provide first- and second-level technical support to employees and end users.

• Respond to IT support requests through phone email chat ticketing systems and in-person assistance.

• Diagnose and troubleshoot hardware software operating system network and connectivity issues.

• Install configure maintain and troubleshoot desktop computers laptops monitors printers mobile devices and other IT equipment.

• Support Windows macOS Microsoft 365 and other business applications as required.

• Create manage and maintain user accounts passwords permissions and access rights in accordance with company policies.

• Troubleshoot network connectivity Wi-Fi VPN email printing and remote-access issues.

• Install and configure software applications drivers and security updates.

• Monitor and manage IT support tickets and ensure incidents are resolved within established service-level agreements (SLAs).

• Escalate complex technical issues to appropriate infrastructure application security or vendor teams.

• Document troubleshooting steps resolutions system changes and user support activities.

• Maintain accurate IT asset and equipment records.

• Assist with onboarding and offboarding employees including equipment setup account provisioning and access management.

• Provide technical support for meeting rooms video conferencing collaboration tools and other workplace technology.

• Assist with computer imaging deployment configuration and replacement activities.

• Support antivirus endpoint security patch management and other basic security controls.

• Monitor recurring technical issues and identify opportunities for permanent solutions.

• Develop and maintain technical support documentation knowledge-base articles and user guides.

• Provide basic user training and guidance on IT systems applications and security best practices.

• Assist with IT projects system upgrades hardware refreshes software deployments and technology implementations.

• Maintain confidentiality and security of company systems user information and data.

• Follow IT policies procedures security standards and service management practices.

Qualifications

• Associate or bachelors degree in Information Technology Computer Science Information Systems or a related field preferred.

• 13 years of experience in technical support help desk desktop support or IT service management.

• Strong troubleshooting and problem-solving skills.

• Experience supporting Windows operating systems and Microsoft 365 applications.

• Basic knowledge of networking concepts including TCP/IP DNS DHCP VPN Wi-Fi and network troubleshooting.

• Experience with IT ticketing systems such as ServiceNow Jira Service Management Zendesk Freshservice or similar platforms.

• Knowledge of hardware software printers peripherals and mobile devices.

• Strong customer service and communication skills.

• Ability to prioritize multiple support requests and work effectively under time constraints.

• Ability to explain technical issues clearly to users with different levels of technical knowledge.

Preferred Qualifications

• CompTIA A Network or Security certification.

• Microsoft certifications such as Microsoft 365 Fundamentals or related certifications.

• ITIL Foundation certification.

• Experience with Active Directory Entra ID/Azure AD Group Policy and user account administration.

• Experience with endpoint management tools such as Microsoft Intune SCCM/MECM or similar platforms.

• Experience with remote support and remote desktop technologies.

• Basic knowledge of cybersecurity and endpoint security practices.

• Experience supporting cloud-based applications and services.

• Experience with PowerShell or basic scripting is a plus.

Key Skills

• Technical Support

• Help Desk Support

• Desktop Support

• Hardware & Software Troubleshooting

• Windows / macOS

• Microsoft 365

• Active Directory / Entra ID

• Network Troubleshooting

• VPN / Wi-Fi Support

• Printer & Peripheral Support

• User Account Administration

• IT Ticket Management

• Incident Management

• Service Request Management

• Remote Technical Support

• Endpoint Support

• IT Asset Management

• Cybersecurity Awareness

• System Documentation

• Customer Service

Core Competencies

• Technical Troubleshooting: Ability to diagnose and resolve hardware software network and application problems efficiently.

• Customer Service: Ability to provide professional patient and user-focused technical assistance.

• Problem Solving: Ability to identify root causes and implement effective solutions.

• Communication: Ability to explain technical concepts clearly to both technical and non-technical users.

• Time Management: Ability to prioritize incidents and service requests based on urgency and business impact.

• Attention to Detail: Ability to accurately document incidents resolutions configurations and IT assets.

• Security Awareness: Ability to follow IT security policies and protect company systems and information.

• Teamwork: Ability to collaborate with infrastructure security applications vendors and other IT teams to resolve complex issues.