It Support Specialist Jobs

About The Position

Requirements

• Associate’s or Bachelor’s degree in IT or related field (or equivalent hands-on experience)
• 0–2+ years in a help desk, desktop support, or technical customer service role preferred.
• Familiarity with Windows endpoints, common business applications, and Microsoft 365 basics, with the ability to follow documented troubleshooting steps and learn new tools quickly.
• Basic understanding of connectivity concepts (TCP/IP, LAN/WAN, Wi‑Fi, VPN, DNS/DHCP fundamentals) and the ability to gather diagnostics and escalate effectively when issues are beyond Tier 1 scope.
• Problem-solving and analytical skills with the ability to work well under pressure and managing multiple priorities simultaneously.
• Strong customer service mindset, clear written/verbal communication, and attention to detail in ticket updates, documentation, and follow-through.
• Reliable, organized, and able to manage multiple requests while adhering to procedures, security requirements, and assigned SLAs.

Nice To Haves

• CompTIA A+ (or in progress) and/or Microsoft fundamentals/endpoint-related coursework or certifications.

Responsibilities

• Provide Tier 1 end-user support for common hardware, software, printing, and connectivity issues by following standard troubleshooting steps and resolving requests efficiently and professionally.
• Manage ticket intake and documentation by accurately logging, categorizing, prioritizing, and updating incidents/requests in the ticketing system, including clear notes, customer communications, and resolution details.
• Escalate appropriately and follow through by recognizing when an issue requires Tier 2/3 or specialty-team support, collecting required diagnostics, and coordinating handoffs while keeping the customer informed.
• Support Microsoft 365 and business applications by assisting users with basic Teams/Outlook/OneDrive/SharePoint workflows, profile issues, and common application access problems within assigned permissions.
• Perform basic account and access tasks such as password resets and account provisioning steps per documented procedures, escalating nonstandard access, or security-sensitive requests per policy.
• Assist with onboarding/offboarding and device setup by preparing and deploying standard devices, installing approved software, verifying peripheral functionality, and coordinating required handoffs and checklists.
• Support asset and inventory processes by tagging, tracking, and updating asset records, coordinating repairs/replacements, and maintaining clean and accurate inventory data.
• Contribute to knowledge management and continuous improvement by creating/updating how-to articles and documenting known issues, and by sharing observations on recurring problems to help improve processes and user experience.
• Follow security and compliance practices by handling data responsibly, using approved tools, promptly reporting suspected security incidents, and completing required training and procedures.

Benefits

• Relocation assistance