Act as the primary point of contact for technical assistance via phone, email, and chat, providing professional and empathetic service
Diagnose and resolve Tier 1 and Tier 2 issues involving Windows hardware, software, and peripheral devices
Manage the O365 suite, including user licensing, Exchange/Outlook troubleshooting, Teams configuration, and SharePoint permissions
Perform physical and logical maintenance within the datacenter
Troubleshoot and support office connectivity (Wi-Fi, LAN, and VPN)
Support the health of local and virtualized servers
Deploy, configure, and maintain the health of laptops, desktops, and mobile devices (MDM)
Build and maintain a robust internal knowledge base
Coordinate with third-party vendors for hardware repairs and software escalations
Identify recurring technical trends and implement long-term fixes

2+ years in a technical support role (or an Associate’s degree in MIS/CIS with 1+ years of corporate IT experience)
Microsoft 365 Administration experience is a strong plus
Familiarity with Azure AD (Entra ID) and Intune is highly valued
Hands-on experience with Active Directory, DNS/DHCP, and basic networking protocols
Familiarity with server hardware and datacenter standards is essential
Deep familiarity with Microsoft environments (Windows Server/Windows 11) and core business applications
Exceptional interpersonal skills with a focus on rapport-building and the ability to translate "tech-speak" for non-technical users; approachability and a positive attitude are key.

IT Support Specialist

Key skills