IT Support Specialist

Duties & Responsibilities

• Deploy, configure, maintain, and support end-user devices, including desktops, laptops, Microsoft Surface devices, mobile devices, peripherals, printers, and related equipment.
• Provide routine hardware and software support in a Windows and Microsoft 365 environment.
• Respond to, prioritize, document, and resolve Tier 1 support tickets through the IT service desk/ticketing system; record resolutions in the knowledge base.
• Diagnose and troubleshoot common endpoint, peripheral, printer, and software issues; escalate complex or unresolved issues to Level II or the appropriate IT resource.
• Support the end-user device lifecycle, including provisioning, imaging/enrollment (such as Microsoft Intune/Autopilot), upgrades, replacement, and secure retirement.
• Complete routine user account and access tasks, including account setup, access permissions, security group changes, and multi-factor authentication support in Active Directory and Microsoft Entra ID, in accordance with established procedures.
• Support employee onboarding and offboarding by preparing and assigning devices, setting up accounts, and removing access as directed.
• Troubleshoot basic network connectivity issues, including LAN, Wi-Fi, and VPN, and escalate infrastructure-related issues as appropriate.
• Install, update, and evaluate approved software and applications.
• Maintain accurate IT asset inventory and hardware/software license records, including equipment assignments and status updates.
• Follow cybersecurity best practices and help employees recognize and report phishing attempts and other security threats.
• Collaborate with departments on IT projects and additional workload as needed, seeking guidance when work falls outside established procedures or experience.

Required Skills & Abilities

• Customer Service orientation and a professional, helpful approach when assisting employees.
• Basic troubleshooting, analytical, and problem-solving skills.
• Effective verbal and written communication skills.
• Strong organization, time management, attention to detail, and accuracy.
• Ability to manage routine support requests, adjust to changing priorities, and document work consistently.
• Ability to work independently on assigned tasks while recognizing when to seek assistance or escalate an issue.
• Commitment to confidentiality and compliance with organizational security and privacy policies.
• Willingness to learn, accept feedback, and develop technical skills.

Education & Experience

• One to three years of technical computer experience with Windows operating systems.
• Previous IT helpdesk, technical support, or internship experience preferred.
• Basic understanding of Windows operating systems and computer hardware.
• Basic knowledge of networking concepts such as IP addresses, Wi-Fi, DNS, and connectivity troubleshooting.