Specialist, IT Support

Job Description Job Description Position Overview We are seeking an IT Support Specialist to join our team. Reporting to the IT Operations Manager, you will provide day-to-day technical support to employees, support helpdesk operations, and handle routine system and device tasks. The role is primarily focused on end-user support and ensuring smooth IT operations across our US locations. Key Responsibilities Help Desk Provide onsite and remote Tier 1–2 IT support for workstations, applications, operating systems, and user accounts. Manage and prioritize helpdesk tickets, ensuring efficient resolution or escalation when needed. Communicate clearly and proactively with users, providing guidance, status updates, and follow-up until resolution. Create and maintain IT documentation, SOPs, FAQs, and knowledge base articles. Support users during onboarding and offboarding (accounts, devices, access setup). Provide regular reporting on support activity, recurring issues, and improvement points. Hardware Preparation & Deployment Prepare, configure, and replace laptops, desktops, and peripherals. Coordinate the delivery, shipping, or handover of devices to employees across US locations. Manage inventory, perform routine checks, and ensure devices meet company standards before deployment. Troubleshoot and repair hardware or initiate vendor warranty processes when required. Systems, Network & Security Support Perform routine administrative tasks in Microsoft 365, Active Directory, Entra ID, and Intune (user provisioning, license management, device enrollment). Monitor system alerts and follow established procedures or escalate as appropriate. Assist with regular maintenance activities such as updates, backups, and device compliance checks. Support the application of IT policies and security standards (MFA, password policies, access controls). Collaborate with the IT Manager and external partners during system or security-related activities. Qualifications Minimum 3 years of experience in IT support roles with similar technical environment and responsibilities. Strong knowledge of Windows 10/11, Microsoft 365, and typical workstation environments. Familiarity with Active Directory, Entra ID, Azure, and Intune. Excellent communication skills with the ability to interact effectively with non-technical users. Strong organizational, troubleshooting, and follow-up skills. Relevant certifications (CompTIA A+, Microsoft 365 Fundamentals, Azure certifications) are a plus.