Provide hands-on and remote technical support for desktop hardware, laptops, peripherals, operating systems (Windows/macOS), and mobile devices (iOS)
Install, configure, and maintain applications, software, system patches, and user profiles
Respond to and document support requests in the ticketing system; ensure timely communication and resolution of issues
Assist with workstation setup and deployment for new hires, including account provisioning and peripheral configuration
Troubleshoot and resolve common technical problems related to Microsoft 365, VPN, Citrix, printing, networking, and endpoint security
Escalate unresolved or complex technical issues to senior team members or the IT Support Engineering team, as appropriate
Support inventory tracking and equipment lifecycle processes including device assignment, returns, and upgrades
Contribute to documentation and knowledge base articles for internal use
Recommend improvements to IT support procedures and tools to enhance efficiency and user experience
Stay informed on current and emerging technologies relevant to the role
Assist in testing and providing user-focused feedback during the rollout of new systems and applications, in coordination with the Infrastructure and Application Engineering teams.

High school diploma or equivalent required
Associate’s degree in information technology or a related field preferred, or equivalent work experience
1–2 years of experience in an IT support, help desk, or service desk environment preferred
Experience with Windows 10/11, macOS, iOS, Microsoft Office 365, and basic networking concepts
Familiarity with imaging, reimaging, and zero-touch deployment of workstations is a plus
Exposure to mobile device management (MDM) and endpoint security tools is beneficial
Basic to intermediate troubleshooting and technical support skills.
Strong communication and customer service skills, both written and verbal
Ability to follow procedures and adapt to changing technology environments
Detail-oriented with strong documentation habits and organizational awareness
Team player with a willingness to learn and take initiative.

IT Support Specialist

Key skills