IT Support Specialist

The IT Support Specialist provides end-to-end technical support across users, systems, and devices. The role focuses on resolving support tickets independently, supporting Microsoft 365, and improving day-to-day IT operations.

Duties and Responsibilities:

IT Technical Operations

• Manage and resolve IT support tickets end-to-end, ensuring proper prioritization, timely updates, and closure within defined SLAs
• Provide technical support to onsite and remote users, troubleshooting hardware, software, and Microsoft 365 issues (Outlook, Teams, OneDrive, SharePoint)
• Administer user accounts and access in Active Directory and Microsoft 365, including account setup, permissions, and MFA
• Configure, maintain, and troubleshoot desktops, laptops, peripherals, and installed applications
• Perform basic network troubleshooting (LAN, WiFi, VPN, IP, DNS) to restore and maintain connectivity
• Install and update operating systems and business applications based on company standards
• Escalate unresolved or complex issues to appropriate teams while maintaining ownership and follow-up

Security and Compliance Support

• Enforce basic security policies such as MFA, password standards, and access control
• Ensure endpoints are updated, protected, and compliant with company policies (antivirus, patches)
• Report suspicious activity, potential threats, or security incidents to the appropriate team

Incident Management and Performance

• Log, track, and update tickets in the ticketing system with complete and accurate details
• Meet defined KPIs such as SLA compliance, response time, and resolution time
• Maintain quality of ticket handling, including proper documentation and resolution notes

Reporting and Documentation

• Document incidents, resolutions, and procedures in the ticketing system and knowledge base
• Identify recurring issues and recommend improvements or automation to reduce repeat incidents

Stakeholder Management

• Coordinate with Admin in managing IT assets, including tracking hardware, software, and license
• Assist in IT projects and system rollouts as required
• Participate in IT-related activities, product demonstrations, and project planning sessions
• Perform additional IT support and operations tasks aligned with the role

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.
• 2–3 years experience in IT support, helpdesk, or similar role.
• Strong working knowledge of Windows operating systems (Windows 10/11).
• Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Solid working knowledge of networking with the ability to troubleshoot common connectivity issues (LAN, WiFi, VPN, IP, DNS).
• Experience with helpdesk or ticketing systems.
• Proven ability to troubleshoot and resolve technical issues independently.
• Good communication skills, both written and verbal.
• Able to manage multiple tasks and work independently in a remote or hybrid setup.
• Amenable to work on shifting schedules, including weekends, and holidays, as needed to ensure continuous support.

Nice to have:

• Experience in Microsoft 365 administration (Entra ID, Exchange Online, Teams, SharePoint)
• Solid working knowledge of Active Directory and DNS, including basic administration and troubleshooting
• Cybersecurity awareness, including phishing detection, MFA, and basic security best practices
• Solid network troubleshooting skills with ability to diagnose and resolve connectivity issues (LAN, WiFi, VPN, IP, DNS)
• Endpoint Management (Intune, patching, deployment)

Education:

• Bachelor's (Required)

Experience:

• Technical support: 3 years (Required)
• Helpdesk: 2 years (Required)

Work Location: In person