IT Support Specialist

Net at Work

2d • $60,000 - $80,000 • Hybrid

About The Position

We are currently looking for a talented and motivated internal IT Support Specialist that has a desire to work in a fast-paced environment. As an IT Support Specialist, you will be an integral part of our Internal IT Team, providing professional, positive, and reliable end-user support across the organization.

Requirements

• Minimum of 3 years of experience in an end-user-facing technical support role.
• Strong troubleshooting, analytical, and problem-solving skills.
• Hands-on experience supporting Microsoft Windows 11, macOS, iOS, and Android devices.
• Basic experience with Windows Server, Active Directory, Group Policy, Microsoft 365, Azure, user accounts, groups, and permissions.
• Hands-on experience with cybersecurity solutions, including antivirus and/or EDR endpoint protection tools.
• Ability to diagnose and resolve hardware, software, connectivity, and access-related issues both on-site in our NYC office and remotely using remote support tools.
• Experience setting up and troubleshooting printers and multifunction devices.
• Ability to prioritize tasks, manage time effectively, and work in a fast-paced support environment.
• Passion for delivering an excellent end-user experience.
• Basic cybersecurity awareness and understanding of secure IT practices.
• Excellent written and verbal communication skills with a service-oriented mindset.
• Ability to explain technical topics clearly to non-technical users.
• Strong documentation skills, including the ability to create and maintain clear technical procedures and support notes.

Nice To Haves

• Bachelor’s degree in a related technical discipline, or equivalent training and experience, preferred.
• Experience with desktop and laptop hardware upgrades; server hardware experience is a plus.
• Experience with desktop imaging software is a plus.
• Microsoft, VMware, Cisco, Citrix, or security-related certifications are a plus.

Responsibilities

• Provide on-site support in our NYC office and remote support to employees across the organization.
• Support Windows laptops, workstations, mobile devices, printers, meeting rooms, video-conferencing solutions, peripherals, and other end-user technologies.
• Respond to end-user tickets and service requests in a timely, professional, and customer-focused manner.
• Handle incidents and service requests through the IT ticketing system, ensuring proper tracking, documentation, and follow-up.
• Manage user accounts, groups, permissions, and access in Microsoft Entra ID / Azure AD and Active Directory.
• Support employee onboarding, role changes, and offboarding processes in line with internal policies and security requirements.
• Install, configure, troubleshoot, and maintain end-user applications and technologies, including Microsoft Outlook, Teams, OneDrive, Microsoft Office applications, VoIP solutions, antivirus, and EDR tools.
• Prepare, configure, manage, and hand over IT equipment to new and existing employees according to best practices and internal standards.
• Utilize MSP tools for remote access, monitoring, and centralized endpoint management.
• Escalate complex technical issues to infrastructure, security, or external vendor teams when appropriate, while maintaining ownership and communication with end users.
• Create, maintain, and update technical documentation, including user guides, internal playbooks, troubleshooting procedures, and knowledge base articles.
• Ensure a high level of end-user satisfaction through excellent communication, professionalism, ownership, and a proactive service mindset.
• Participate in regular Internal IT department meetings and contribute to continuous improvement of IT support processes.
• Stay current with industry trends, technology updates, and best practices relevant to IT support and end-user services.

Benefits

• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree