IT Support Specialist

Overview

We are looking for a proficient and customer-oriented IT Support Specialist based in the United States to provide comprehensive technical support to end users. The role involves diagnosing and solving hardware, software, network, and system challenges while maintaining high customer satisfaction levels. Responsibilities include keeping IT systems operational, handling technical troubleshooting, and aiding daily technology-related tasks.

Key Responsibilities

• Offer technical assistance to staff through phone, email, chat, and ticketing platforms.
• Troubleshoot and resolve issues related to hardware, software, networks, and systems.
• Install, set up, and maintain desktop computers, laptops, printers, mobile devices, and peripheral equipment.
• Administer user accounts, permissions, and access controls utilizing Active Directory and other identity management solutions.
• Provide support for Microsoft 365 suites, email platforms, collaboration tools, and business software applications.
• Track and address support tickets aligning with predefined service level agreements.
• Maintain detailed documentation of incidents, solutions, and technical procedures.
• Refer complex technical problems to higher-tier IT personnel or specialized departments as needed.
• Assist in IT asset tracking, software rollouts, and system updates.
• Adhere to security standards and contribute to cybersecurity initiatives.

Required Qualifications

• Associate or Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent experience.
• Between 1 and 3 years of experience in IT support, help desk, or technical support roles.
• Familiarity with Windows operating systems, Microsoft 365, Active Directory, and standard business applications.
• Experience using ticketing tools such as ServiceNow, Jira Service Management, Zendesk, or similar platforms.
• Basic networking knowledge including concepts like TCP/IP, DNS, DHCP, and VPN.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Effective communication skills and a strong focus on customer service.

Preferred Qualifications

• Experience supporting remote and hybrid work setups.
• Knowledge of Microsoft Azure, Intune, and endpoint management solutions.
• An understanding of cybersecurity best practices.
• Experience with hardware deployment and system administration tasks.
• Relevant certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalents.