IT Support Specialist, Tier I

Role Overview

• Serve as the first line of support for user technical issues across hardware, software, and collaboration tools.
• Troubleshoot and resolve problems involving Microsoft 365 Business applications, including Outlook, Teams, SharePoint, and OneDrive.
• Assist with basic configuration, user provisioning, and license management in Microsoft Entra, Defender, and SharePoint environments.
• Maintain and update IT documentation including procedures, system configurations, and knowledge base articles.
• Provide user support and training for productivity and collaboration tools such as Adobe Acrobat, Jira, Confluence, Zoom, and Microsoft Teams.
• Coordinate with vendors and third-party support as necessary to resolve technical issues.
• Monitor IT support queues, escalate complex incidents appropriately, and follow up to ensure resolution.
• Assist in onboarding and offboarding activities including account setup, access permissions, and hardware provisioning.
• Contribute to continuous improvement of IT service processes and user experience.

Requirements

• Associate’s degree or equivalent experience in Information Technology, Computer Science, or related field.
• 2+ years of experience in an IT support/helpdesk role, preferably in a remote or hybrid business environment.
• Strong knowledge of Microsoft 365 ecosystem (Outlook, Teams, SharePoint, Entra, Defender).
• Familiarity with Jira Service Management, Confluence, Adobe tools, and Zoom is preferred.
• Ability to diagnose and resolve technical issues effectively and efficiently.
• Excellent interpersonal and communication skills; customer-first attitude.
• Detail-oriented with good documentation habits and time management.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Preferred experience working in a regulated industry environment.
• Availability in EST/EDT timezone.