IT Support Specialist

Position Overview

IJCD is looking to hire a proficient and customer-oriented IT Support Specialist based in the United States. This full-time role involves delivering technical support and guidance to users by resolving issues related to hardware, software, networking, and systems to maintain seamless technology operations and high customer satisfaction.

Key Responsibilities

• Provide technical assistance to employees through various communication channels including phone, email, chat, and ticket systems.
• Troubleshoot and resolve problems concerning hardware, software, networks, and IT systems.
• Perform installation, configuration, and upkeep of desktops, laptops, printers, mobile devices, and associated peripherals.
• Handle user account management, including permissions and access, using Active Directory and similar identity management platforms.
• Support tools such as Microsoft 365, email platforms, collaboration software, and business applications.
• Monitor and respond to support tickets ensuring compliance with established service level agreements (SLAs).
• Maintain detailed documentation of incidents, resolutions, and technical processes.
• Refer complex or advanced issues to senior IT personnel or specialized teams as needed.
• Assist with managing IT assets, deploying software, and conducting system upgrades.
• Adhere to security best practices and contribute to cybersecurity efforts.

Qualifications and Skills

• Associate or Bachelor's degree in IT, Computer Science or related discipline, or equivalent professional experience.
• Between 1 to 3 years working in IT support, helpdesk, technical support, or similar roles.
• Competence with Windows OS, Microsoft 365, Active Directory, and mainstream business software.
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or equivalents.
• Basic networking knowledge including TCP/IP, DNS, DHCP, and VPN protocols.
• Strong analytical skills with effective problem-solving capabilities.
• Excellent communication skills and customer service orientation.

Preferred Qualifications

• Experience supporting users in remote or hybrid working setups.
• Knowledge of Microsoft Azure, Intune, and endpoint configuration tools.
• Awareness of cybersecurity standards and initiatives.
• Background in hardware installation and system management.
• Relevant certifications like CompTIA A+, Network+, Microsoft, or similar credentials.