IT Support Specialist
About The Position
The job of the IT Support Specialist â Tier 1 is to provide initial technical support to end users across the organization. This role serves as the primary point of contact for technical support for resolving hardware, software, and access issues, all while providing top-notch customer service. This role will start with Tier 1 support and will overtime learn the skills and standards used across the IT industry. The IT Support Specialist I - Tier 1 will assist in issue resolution, account management, device support, and documentation. They will escalate complex issues to Senior System Administrators as needed. This job requires communication skills, as well as attention to detail in a high-speed technical environment.
Requirements
- Organizational Skills
- Ability to manage multiple support requests and prioritize tasks effectively
- Communication
- Strong written and verbal communication skills and ability to explain technical concepts to non-technical users
- Attention to Detail
- Ability to accurately document issues, solutions, and technical processes
- Ability to ensure issues are addressed in both the long and short term
- Problem-Solving
- Ability to diagnose technical issues and implement effective solutions in a timely manner
- Teamwork
- Ability to collaborate with other IT team members and departments
- Strong stakeholder management skills
- Knowledge
- Understanding IT support processes, device management, and security best practices
- Travel Requirement
- 5-10% of travel required to offices in other cities as needed (IL, MD)
- Must be able to commute to our Asbury Park, NJ office 3 days a week, and our NY office 2 days a week.
Nice To Haves
- Education
- Bachelorâs degree in information technology, Computer Science, or related field, or equivalent work experience
- Experience
- Experience in IT support, help desk, or technical support role.
- Microsoft Intune / endpoint management
- Remote support tools
- Experience with endpoint security tools. (Defender, or other related antivirus tools.)
- Windows 11 troubleshooting
- Basic networking troubleshooting
- Microsoft 365 administration
- Ticketing systems (ServiceNow, Jira, Zendesk)
- Certifications preferred but not required
- CompTIA A+
- Network +
Responsibilities
- Deliver Tier 1 technical assistance to end users through our ticketing system, email, phone, and face-to-face interactions.
- Diagnosing and resolving issues related to:
- Windows and Mac computers
- Microsoft 365 applications, such as Outlook, Teams, SharePoint, OneDrive, etc.
- Printers and peripheral devices
- Mobile device management platforms such as Jamf and Microsoft Intune
- Creation, management, and resolution of support requests while ensuring proper documentation
- Assist with user account management, including:
- Password management, multifactor authentication, and SSO
- User onboarding and offboarding, as well as documentation and improvements for these processes
- Access to distribution lists, shared inboxes, application access, and licensing
- Configuration and management of laptops, tablets, and mobile devices
- Recording IT assets like devices, equipment, and peripherals
- Compliance with organizational security policies, including alerting others to possible security incidents
- On call rotation for tickets and technical issues
Benefits
- Training / Professional development opportunities
- 401(k) with 4% company match
- Summer Fridays
- Flexible remote/hybrid work options
- Paid parental leave
- Team lunches, events, and stocked kitchens
- Modern, collaborative office spaces in Asbury Park, New York City, Boston, Chicago, and Baltimore
- Medical, dental, and vision coverage
- Company-paid life and long-term disability insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
101-250 employees
