IT Support Specialist

Pearl Meyer • Wellesley, MA

1d

About The Position

Pearl Meyer is seeking an IT Support Specialist to join our Information Technology team. This role is centered on delivering exceptional, user-centric IT support by triaging, troubleshooting, and resolving technology issues while maintaining a high standard of service and professionalism. Success in this position depends less on knowing every answer and more on having the right attitude, which includes empathy for users, a learning mindset, and sound problem-solving instincts.
The ideal candidate brings up to five years of experience supporting Microsoft and Windows-based environments and demonstrates a genuine desire to help others, learn continuously, and take ownership of issues through resolution. This is a full-time, early-career opportunity for someone who thrives in a collaborative environment and is motivated by making technology work better for people within a growing, evolving organization.

Requirements

• Up to 5 years of professional experience in an IT support/helpdesk role.
• Strong analytical and troubleshooting skills.
• Strong verbal and written communication abilities; ability to clearly communicate with technical and non-technical users.
• Customer-oriented mindset with a focus on service and responsiveness.
• Ability to multitask and work in a fast-paced environment.
• Discretion in handling confidential and sensitive data.

Nice To Haves

• Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent experience also considered.
• Proficiency with Microsoft Windows 10/11, Microsoft 365 (Outlook, Teams, Word, Excel), and Active Directory. Familiarity with MacOS a plus.
• Familiarity with ticketing systems (e.g., FreshService, Jira, Zendesk).
• Basic understanding of network connectivity, cybersecurity principles, and endpoint protection tools.
• Familiarity with applying AI tools responsibly to support analysis, documentation and workflow optimization.

Responsibilities

• Serve as the primary point of contact for IT support requests via ticketing system, including classification, prioritization, resolution, or escalation of incidents.
• Troubleshoot and resolve issues related to Windows OS, Microsoft 365 applications, desktops, laptops, and common business software.
• Maintain accurate records of support activities and ensure timely ticket updates and closures.
• Collaborate with IT team members to identify recurring issues and suggest long-term solutions.
• Support basic administration of user accounts, permissions, and access controls.
• Assist with onboarding/offboarding procedures, including equipment setup and software provisioning.
• Escalate complex technical issues to senior IT staff or specialists as appropriate.
• Contribute to documentation efforts including knowledge base articles and standard operating procedures (SOPs).
• Stay current with relevant IT trends, technologies, and best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level