IT Support Specialist

We are seeking an experienced IT Support Specialist to deliver exceptional end-user support, maintain reliable day-to-day IT operations, and help ensure a seamless technology experience across the organization. This position is ideal for a customer-focused IT professional who enjoys troubleshooting technical issues, supporting employees in a fast-paced environment, and contributing to continuous service improvements. Key Responsibilities Provide Tier 1 and Tier 2 technical support for end-user incidents and service requests. Diagnose and resolve hardware, software, operating system, networking, and application issues across Windows and macOS environments. Support laptops, desktops, mobile devices, conferencing solutions, VPN connectivity, and business applications. Process user account and access requests, including password and multi-factor authentication resets, application permissions, and group access, following established security procedures. Coordinate onboarding and offboarding activities, including device provisioning, account setup, and equipment recovery. Maintain accurate ticket documentation, including troubleshooting steps, status updates, and resolution details within the organization's IT service management platform. Communicate effectively with end users by providing timely updates and ensuring issues are resolved through completion. Escalate complex issues to appropriate technical teams with detailed documentation and troubleshooting findings. Support endpoint lifecycle management, including device deployment, inventory management, refresh initiatives, and asset returns. Contribute to internal knowledge base articles and self-service documentation to improve support efficiency. Identify recurring technical issues and recommend process improvements or automation opportunities to enhance service delivery. Required Qualifications 2-4 years of experience in an IT Support, Service Desk, Help Desk, or End-User Support role. Strong troubleshooting skills supporting Windows and macOS operating systems. Experience supporting identity management and endpoint management platforms such as Google Workspace, Microsoft Entra ID (Azure AD), Okta, Microsoft Intune, JAMF, or similar technologies. Experience working with IT service management (ITSM) platforms such as ServiceNow, Jira Service Management, or comparable ticketing systems. Excellent customer service, interpersonal, written, and verbal communication skills. Ability to manage multiple priorities while consistently meeting service level expectations. Experience supporting both onsite and remote employees. Working knowledge of ITIL principles, including incident management, request fulfillment, escalation, and knowledge management. Strong organizational skills with a detail-oriented, process-driven approach. Preferred Qualifications Experience supporting enterprise collaboration and conferencing technologies. Familiarity with endpoint lifecycle management and asset tracking. Demonstrated ability to identify opportunities for process improvement and operational efficiency. Experience working in a collaborative, cross-functional IT environment. #J-18808-Ljbffr