Serve as a primary point of contact for user support requests, providing assistance with desktops, laptops, mobile devices, applications, and collaboration tools.
Troubleshoot hardware, software, network, and application issues, escalating as needed while maintaining ownership of client communication.
Administer and maintain Active Directory, Office 365, and Exchange environments, including user account setup, password resets, and group policy management.
Support Microsoft Windows (XP–11) and macOS systems, ensuring reliability and security for end users.
Configure, maintain, and troubleshoot VoIP systems and mobile device deployments.
Assist with system updates, patches, and endpoint security.
Document troubleshooting steps and resolutions within ticketing and ITSM systems.
Participate in device imaging, onboarding/offboarding, and asset inventory tracking.
Provide remote and occasional on-site support to ensure smooth operations across distributed teams.
Contribute to process improvement initiatives by identifying recurring issues and suggesting solutions.

2–4 years of experience in IT support, help desk, or systems administration.
Hands-on experience with Microsoft 365, Exchange (on-premises and hybrid), and Active Directory administration.
Knowledge of networking fundamentals (DNS, DHCP, VPN) and experience troubleshooting connectivity issues.
Familiarity with virtualization (VMware, Hyper-V) and cloud platforms (Azure) preferred.
Experience using ticketing systems such as ConnectWise, ServiceNow, or Spiceworks.
Strong communication and customer service skills with the ability to translate technical concepts into plain language.
Certifications such as CompTIA A+, Network+, or Microsoft MTA are a plus.

Technical Support Specialist

Key skills