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.