Respond to and resolve Tier 1 and occasional Tier 2 technical issues related to desktops, laptops, mobile devices, peripherals, and enterprise applications.
Provide support through multiple channels, including phone, email, walk-up, and online ticketing systems.
Diagnose and troubleshoot hardware, software, and connectivity issues, escalating complex problems as needed.
Utilize enterprise ITSM tools to document, track, and monitor incidents and service requests.
Ensure timely resolution and accurate reporting of technical issues in compliance with SLAs.
Partner with Workplace Services teams and other IT teams to deliver seamless end-user experiences.
Identify opportunities to enhance support processes and improve end-user satisfaction.
Assist with Active Directory administration and integrity of Active Directory information.
Monitor and report on incidents within the Citrix environment.
Work with Microsoft Intune and other Microsoft products to assist team members.

Two (2) years of experience in IT support or Service Desk environment.
Experience in IT support or Service Desk environment preferably in the medical industry.
Preferred experience with Active Directory, Exchange, and enterprise-level application support.
IT certifications such as CompTIA A+, Network+, or Microsoft Certified Fundamentals preferred.
High School Diploma or GED required.
Associate’s degree from an accredited institution preferred.
Proficiency with Microsoft Windows operating system, M365 Microsoft Office Suite; 2013/2016/2019/Office products: Word, Excel, PowerPoint, and Access.
Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications.
Familiarity with ITSM tools and ticketing systems.
Basic understanding of networking concepts (TCP/IP, DNS, VPN).

IT Specialist

Key skills