Specialist, Technical Support

• Own and manage day-to-day help desk operations, including intake, prioritization, and resolution of technical support requests
• Provide onsite and remote technical support for hardware, software, network connectivity, and enterprise applications
• Administer user lifecycle management, including onboarding, offboarding, account provisioning, and access control
• Troubleshoot and resolve issues across Windows and macOS systems, Microsoft 365, and standard business applications
• Maintain and support IT infrastructure, including network connectivity (Wi-Fi, VPN), printers, and end-user devices
• Coordinate with external IT vendors and managed service providers to escalate and resolve complex issues
• Perform routine system maintenance, updates, and patch management to ensure system reliability and security
• Maintain accurate documentation of systems, processes, and support activities within the ticketing system
• Ensure adherence to IT security policies, data protection standards, and regulatory requirements
• Support and maintain conference room technology and company-wide collaboration tools
• Contribute to and execute IT projects, including system implementations, upgrades, and process improvements aligned with company growth

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience
• Minimum 5 years of hands-on IT support experience, including onsite end-user support
• Experience operating as a primary or sole IT support resource in a professional environment strongly preferred
• Experience supporting a growing or fast-paced organization required
• Prior experience in a regulated industry (medical device, healthcare, or similar) preferred

Skills and Abilities Required for This Job:

• Strong technical proficiency in Microsoft 365, Windows, and macOS environments
• Working knowledge of Active Directory, user account management, and endpoint configuration
• Solid understanding of networking fundamentals (VPN)
• Demonstrated ability to troubleshoot and resolve complex technical issues independently
• Strong organizational skills with the ability to manage competing priorities and high ticket volume
• Effective verbal and written communication skills with a strong customer service orientation
• Ability to work autonomously while exercising sound judgment and decision-making
• Proactive approach to identifying issues and implementing improvements
• Experience with ticketing systems and IT documentation best practices

Physical Requirements:

• Prolonged periods of sitting and working at a computer
• Ability to stand, walk, and move throughout the facility as needed
• Ability to lift and move equipment up to approximately 50 pounds (e.g., computers, monitors, peripherals)
• Bending, reaching, and setup of workstations or IT equipment
• Work performed primarily in an office environment with standard business conditions