Helpdesk Support Specialist / IT Specialist

The Helpdesk Support Specialist / IT Specialist is responsible for providing Level 1 and Level 2 technical support to on-site and remote employees globally. This role ensures the smooth day-to-day operation, security, and compliance of end-user computing environments, including laptops, desktops, applications, and collaboration tools. Limited external client support may be required.

This position serves as the front line of IT support, handling incident and service requests, performing device provisioning and maintenance, supporting Microsoft 365 and related services, and escalating issues as necessary. The role also contributes to documentation, asset management, security compliance, and continuous improvement of IT processes.

Responsibilities

End-User Support & Service Delivery

• Provide front-line technical support to internal users (on-site and remote) and limited external clients
• Respond to incidents and service requests with professionalism, empathy, and appropriate technical solutions
• Manage incidents and service requests within defined SLA targets
• Escalate issues appropriately while maintaining ownership through resolution
• Support users across multiple time zones with the right tone and customer-service mindset

Endpoint & Device Management

• Prepare, image, configure, and deploy laptops and desktops for new hires and replacements
• Maintain laptop readiness for office and remote users
• Ship hardware to employees as required
• Support Windows and Apple (macOS) devices
• Provide mobile device support (iOS and Android) where applicable
• Assist with conference room and AV setups (video conferencing, projectors, audio equipment)

Systems, Applications & Infrastructure Support

• Support and troubleshoot Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, and Exchange Online
• Perform client-side troubleshooting related to Active Directory, Azure, DNS, DHCP, and Windows services
• Assist with implementation of hardware and software changes across on-premises and cloud environments
• Provide basic support for collaboration, identity, and security platforms (e.g., Intune, Okta, Netskope, G-Suite - where applicable)
• Support basic phone and telephony systems such as Microsoft Teams Voice

Security, Compliance & Monitoring

• Ensure confidentiality and protection of company data at all times
• Follow all incident management, compliance, and security policies without exception
• Support endpoint security hardening, including patch management, encryption, and backups
• Monitor systems and processes and report issues or risks as identified

Documentation, Assets & Process

• Log, document, and maintain accurate records in the incident tracking system
• Create and maintain IT documentation, SOPs, and knowledge base articles
• Track hardware and software inventory and licensing
• Maintain accurate IT asset records for audit and compliance purposes

Onboarding & Training

• Conduct IT overview sessions during employee onboarding
• Provide user instruction and guidance on IT tools and best practices

Additional Responsibilities

• Participate in IT projects and continuous improvement initiatives
• Perform related duties as assigned
• Provide on-call or shift-based support as required by the business

• Associate degree, Bachelor's degree, certification, or equivalent technical experience
• 3-5 years of experience in a Helpdesk, IT Support, or similar role
• Strong time management and organizational skills with the ability to work independently
• Proven ability to manage multiple competing priorities
• High attention to detail with strong follow-through
• Excellent verbal and written communication skills, capable of explaining technical concepts to users with varying levels of technical knowledge
• Proficiency with Microsoft Office and Microsoft 365 applications
• Ability to lift and carry IT equipment (up to approximately 25 lbs)

Preferred Qualifications

• Experience with ITSM tools such as FreshService or similar incident tracking systems
• Knowledge of ITIL processes and best practices
• Experience with endpoint management tools such as Microsoft Intune or SCCM
• Experience supporting Exchange Online, SharePoint Online, Teams, and Teams Voice
• Experience supporting macOS environments
• Basic understanding of networking, firewalls, and security concepts
• Familiarity with identity and security platforms such as Okta and Netskope

Attributes

• Strong customer-service mindset with a positive, professional attitude
• Go-getter mentality with willingness to learn and take on technical challenges
• Strong collaboration and communication skills across departments
• Structured and disciplined approach to problem solving
• Flexibility to support shift work or on-call schedules as required

Escalent is an award-winning data analytics and advisory firm that helps clients understand human and market behaviors to navigate disruption. As catalysts of progress for more than 40 years, our strategies guide the world's leading brands. We accelerate growth by creating a seamless flow between primary, secondary, syndicated, and internal business data, providing consulting and advisory services from insights through implementation. Based on a profound understanding of what drives human beings and markets, we identify actions that build brands, enhance customer experiences, inspire product innovation and boost business productivity. We listen, learn, question, discover, innovate, and deliver-for each other and our clients-to make the world work better for people.