IT Support Specialist

Graitec•New York, NY

13h•Onsite

About The Position

The IT Support Specialist ensures the stability, reliability, and efficient use of the company’s IT systems by providing direct technical support to end users across the organization. This role is responsible for resolving incidents, supporting daily operations, and maintaining high levels of system availability and user satisfaction. The IT Support Specialist operates across hybrid environments (cloud and on-premise) and supports both desktop-based and web-based enterprise systems, including hardware, operating systems, business applications, and collaboration platforms. The role works closely with IT Operations, System Administrators, Cybersecurity, and Business teams to ensure incidents are resolved efficiently and services operate within agreed service levels. Beyond incident resolution, this role contributes to process improvement, automation, documentation, and service quality optimization, supporting the continuous maturity of the IT support organization. Key Outcomes Expected: High first-contact resolution rate and reduced incident resolution time Consistent system availability and user productivity across business teams Strong user satisfaction scores and service experience Reliable incident documentation, root cause analysis, and escalation management Continuous reduction of recurring incidents through proactive problem management Effective collaboration with infrastructure, cybersecurity, and application teams Contribution to automation, self-service, and support process optimization Compliance with service management, security, and operational governance standards

Requirements

Ability to commute into the NYC Office and provide first-level support to colleagues.
Excellent written and verbal communication, ability to explain highly technical concepts in simple terms.
Strong analytical, diagnostic, and problem-solving skills.
Good communication ability, both written and verbal.
Personable, professional demeanor.