Serve as the first point of contact for internal IT support requests, resolving hardware, software, and connectivity issues promptly.
Document, track, and monitor support tickets using applicable systems and tools.
Perform root cause analysis on recurring issues and develop checklists and preventive procedures.
Escalate complex or unresolved issues to the IT Engineer as appropriate.
Collaborate with vendors and external support groups to resolve hardware and software issues.
Create and maintain Knowledge Base articles for supported applications.
Assist with new hire IT onboarding and employee technology training.
Travel on an as-needed basis to the Massachusetts-based Fulfillment Center to perform on-site hardware upgrades, maintenance, and infrastructure support.
Provide support for Apple macOS devices (MacBooks) used by corporate employees.
Enroll, configure, and manage macOS devices using Mobile Device Management (MDM) platforms.
Troubleshoot connectivity, application, and configuration issues for Microsoft 365 applications.
Support integration of Apple devices with corporate systems including Microsoft 365.

2–3 years of IT support, helpdesk, or systems administration experience.
Demonstrated hands-on experience supporting Apple macOS devices in a corporate environment.
Proficiency in Microsoft Office 365 applications and the Microsoft 365 Admin Center.
Experience with Mobile Device Management (MDM) platforms such as Mosyle and Microsoft Intune.
Strong troubleshooting and problem-solving skills across hardware, software, and network environments.
Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
Strong time management and multitasking abilities in a fast-paced environment.
Passionate about delivering an outstanding internal customer service experience.

IT Support Specialist

Key skills