IT Support Specialist
About The Position
The IT Support Specialist supports IT business and enterprise operations teams across multiple US time zones. The role applies customer service skills, technical knowledge, and troubleshooting expertise to support the IT business practice and its internal customers. It serves as the first point of contact for helpdesk requests and provides support for enterprise hardware, software, networks, accounts, mobile devices, and end-user systems. The position also contributes to IT projects, helpdesk efficiency, and procedures for incident and request management. The role requires a high school diploma or equivalent and 3–4 years of proven helpdesk experience, specifically Tier II support. The work involves occasional standing, walking, climbing, balancing, bending, stooping, kneeling, or crawling, and continual sitting. There may also be occasional exposure to wet or humid conditions, moving mechanical parts, and outside weather conditions.
Requirements
- High school diploma or equivalent.
- 3–4 years of proven experience in a helpdesk environment providing Tier II support.
- Strong understanding of computer systems, mobile devices, and applications in an enterprise IT environment.
- Ability to diagnose, troubleshoot, and resolve basic to complex end-user technical issues.
- Working knowledge of Microsoft and Mac operating systems and Office products.
- Excellent oral and written communication skills.
Nice To Haves
- Experience with wired and wireless LAN, WAN, and networking.
- Certification in Microsoft client or server products.
- Experience with SharePoint, Salesforce, or ServiceNow.
Responsibilities
- Serve as the first point of contact for inbound helpdesk requests across the IT enterprise, interacting with employees, customers, vendors, and contractors.
- Diagnose, troubleshoot, and resolve issues involving Wi-Fi and remote connectivity, IT hardware, software, applications, peripherals, and mobile and desktop equipment.
- Install desktop and laptop hardware, software, and peripheral components.
- Onboard and maintain corporate user accounts and groups in Microsoft Active Directory.
- Maintain and troubleshoot printers, copiers, and IP telephony systems.
- Configure, update, wipe, and repair Windows and Mac desktop systems.
- Support corporate iPhone and Android users.
- Set up, configure, and troubleshoot Microsoft Office applications and perform administrative functions in Microsoft Office 365.
- Follow up on tracked requests and ensure timely resolution, with the goal of resolving issues on the first call.
- Provide feedback on reducing ticket times and improving helpdesk efficiency.
- Engage and contribute to IT team projects and tasks supporting enterprise business needs.
- Provide wireless network support, including connectivity troubleshooting and system administration.
- Assist in developing procedures for identifying, documenting, escalating, and managing incidents, requests, and problems.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Health Savings Account (HSA) with employer contribution for eligible participants
- Flexible Spending Accounts for health and dependent care
- 401(k) plan with company match
- Paid time off
- Holiday pay
- Short-term disability insurance
- Life insurance
- Long-term disability insurance with medical election
- Voluntary life insurance
- Critical illness coverage
- Legal coverage
- Additional disability coverage
- Employee assistance program
- Wellhub gym membership
- Other wellness initiatives
- Bonus opportunities
- Professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
