IT Support Specialist

The NRP Group LLC•Cleveland, OH

6d•Onsite

About The Position

As the IT Support Specialist, you will serve as the frontline resource for resolving all technology-related issues and delivering exceptional customer service to our employees. Your primary responsibilities include providing direct end-user support through various communication, management, and ticket tracking tools, as well as overseeing the maintenance of technology assets, including hardware, software, and access permissions. You will also play a crucial role in mediating interruptions in system workflows related to service requests, the employee lifecycle, and ticket routing. Additionally, you will collaborate closely with other IT teams to ensure the seamless implementation of system changes while meeting ongoing service delivery demands.

Requirements

At least three years’ experience in providing IT support or a related field (e.g., help desk, service desk, technical support, managed service provider).
Familiarity with troubleshooting hardware and software issues.
Experience with customer service and end-user support.
Bachelor's degree in a relevant field (e.g., Information Technology, Computer Science); an additional two years’ experience as described above will offset the need for a degree.
Expert skill with Microsoft Windows 10, 11 and proficient with macOS, iOS, Android, Google OS operating systems.
Experience with Azure, Intune, Autopilot, BitLocker, SharePoint, MFA, VPN.
Expert skill with Microsoft Office Suite including Teams and OneDrive.
Proficient with any ITSM software that manages ticket incidents, service requests, asset assignment knowledge base management and business workflows.
Experienced with applications that provide remote desktop support, driver updates, and network scanning capabilities.
Expert skill supporting desktops, laptops, tablets, mobile devices, TVs, projectors, and thin clients.
Experience configuring and troubleshooting various devices managed by Autopilot or domain group policies.
Experienced with providing customer service to technical and non-technical end users.
Basic understanding of IT business services including personnel onboarding, offboarding, changes as well as creating tickets, change requests and purchase orders.

Nice To Haves

Relevant certifications such as ITIL v4 Foundation, CompTIA A+, CompTIA Network+, and Microsoft Certified: Modern Desktop Administrator Associate are desired but not required.

Responsibilities

Respond to incoming support requests from employees, addressing technology-related issues promptly and professionally.
Troubleshoot hardware and software problems, providing technical guidance and solutions to end-users.
Utilize ticket tracking and management tools to prioritize and organize support requests effectively.
Install, configure, and maintain computer systems, software applications, and peripherals for employees.
Assist in setting up new user accounts, ensuring access to the necessary systems and applications.
Conduct routine checks and maintenance on computer hardware to ensure optimal performance.
Provide user training and guidance on technology tools and best practices.
Assist in managing and maintaining an inventory of technology assets, including hardware and software licenses.
Collaborate with IT teams to identify and resolve system workflow interruptions related to service requests and employee onboarding/offboarding.
Document support interactions and resolutions for future reference and knowledge sharing.
A general understanding of AI technologies, specifically Microsoft Copilot, and experience using, supporting, and guiding usage of LLMs in an enterprise environment.
Participate in regular team meetings to discuss ongoing support needs and system changes.
Stay updated on the latest technology trends and best practices to provide innovative solutions.
Assist in coordinating and implementing system changes and updates, ensuring minimal disruption to services.
Foster positive relationships with employees by delivering exceptional customer service.
Manage confidential information and access permissions with discretion.
Other duties as assigned.