It Support Specialist Jobs

About The Position

Requirements

• Strong customer-service orientation with the ability to provide responsive, respectful, and patient technical support.
• Working knowledge of Microsoft 365 and cloud-based business applications.
• Basic understanding of computer hardware, networking, endpoint support, and troubleshooting methodologies including VPN, WiFi, TC/IP, DNS, and DHCP.
• Ability to prioritize tasks, manage multiple support requests, and meet established service expectations.
• Strong problem-solving, organizational, and documentation skills.
• Clear written and verbal communication skills, including the ability to explain technical information to non-technical users.
• Ability to work independently, remain accountable, and collaborate effectively in a fully remote environment.
• Adaptability, technical curiosity, and commitment to continuous learning.
• Ability to maintain confidentiality and consistently follow security, privacy, and compliance procedures.
• 2+ years of experience in technical support, help desk, service desk, or a related IT support role preferred.
• Experience supporting Microsoft 365 and cloud-based business applications.
• Familiarity with ticketing systems and IT service-management practices with disciplined documentation of incidents, troubleshooting steps, escalations, and resolutions across internal and external support teams is preferred.
• Exposure to endpoint-management tools such as Microsoft Intune or Jamf for endpoint deployment, device enrollment, software distribution, patching, and compliance monitoring is preferred.
• Familiarity with MFA, identity and access management, and foundational cybersecurity concepts, ideally including experience with Microsoft Entra ID is preferred.
• Experience in healthcare or another regulated environment is preferred.
• Relevant certifications, such as CompTIA A+, CompTIA Network+, or Microsoft Fundamentals, are preferred.
• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field, or equivalent combination of education and experience.

Nice To Haves

• Experience supporting a remote workforce is preferred.
• Experience in healthcare or another regulated environment is preferred.
• Relevant certifications, such as CompTIA A+, CompTIA Network+, or Microsoft Fundamentals, are preferred.
• Familiarity with ticketing systems and IT service-management practices with disciplined documentation of incidents, troubleshooting steps, escalations, and resolutions across internal and external support teams is preferred.
• Exposure to endpoint-management tools such as Microsoft Intune or Jamf for endpoint deployment, device enrollment, software distribution, patching, and compliance monitoring is preferred.
• Familiarity with MFA, identity and access management, and foundational cybersecurity concepts, ideally including experience with Microsoft Entra ID is preferred.

Responsibilities

• Serve as the primary point of contact for IT support requests and technical assistance.
• Monitor, prioritize, troubleshoot, and resolve support tickets in accordance with established service-level expectations.
• Provide support for laptops, mobile devices, printers, peripherals, and collaboration technologies.
• Troubleshoot issues related to Microsoft 365, Microsoft Teams, virtual private network (VPN), multi-factor authentication (MFA), Voice over Internet Protocol (VoIP), SharePoint, and other cloud-based business applications.
• Escalate complex technical issues to Systems Administrators or third-party vendors as appropriate.
• Maintain accurate ticket documentation, issue tracking, troubleshooting steps, and resolution notes.
• Support employee onboarding and offboarding processes, including device setup, account-provisioning coordination, and equipment recovery.
• Assist with password resets, MFA enrollment, access requests, and user account support.
• Configure and deploy company-issued hardware and software according to organizational standards.
• Support endpoint inventory tracking and asset-management processes.
• Assist with endpoint compliance activities, patching coordination, and device-management tasks.
• Deliver professional, responsive, and customer-focused technical support to employees at all levels of the organization.
• Communicate technical information clearly and patiently to non-technical users.
• Assist in developing and maintaining user guides, frequently asked questions, and knowledge-based documentation.
• Provide basic end-user training and guidance on approved technologies and security practices.
• Follow organizational security policies, Health Insurance Portability and Accountability Act (HIPAA) requirements, and IT operational procedures.
• Assist with identifying and reporting security concerns, phishing attempts, and suspicious activity.
• Support device-security and access-control processes.
• Maintain confidentiality and ensure the proper handling of sensitive information.
• Identify recurring support issues and recommend process improvements.
• Contribute to operational documentation and standardization efforts.
• Participate in technology rollouts, upgrades, and support initiatives.
• Develop technical knowledge and skills through ongoing learning and training.

Benefits

• robust medical, dental, and vision plans
• life insurance and disability coverage
• tax-advantaged savings accounts
• Employee Assistance Program
• home office benefits
• Employee Ownership Program
• paid time off
• holidays
• bereavement leave
• 401(k)-retirement plan with employer matching
• performance-based bonus opportunity