IT Support Specialist

Our client is seeking an experienced IT Support Specialist (Level 1) to join their IT Infrastructure team supporting a fast-paced, enterprise environment. This role serves as the frontline technical resource responsible for delivering exceptional end-user support while maintaining secure, reliable, and scalable IT operations across the organization. The ideal candidate combines strong technical troubleshooting skills with outstanding customer service and communication abilities.

This is not an entry-level help desk position-we are seeking someone with proven enterprise IT support experience who can independently resolve the majority of technical issues while knowing when to appropriately escalate more complex incidents.

Key Responsibilities

• Provide first-line technical support for macOS and Windows devices in an enterprise environment.

• Troubleshoot hardware, software, operating system, application, permissions, and configuration issues with a focus on achieving first-contact resolution.

• Support enterprise identity and device management platforms, including Microsoft Entra ID (Azure AD), Microsoft Intune, Kandji (or comparable Apple MDM solution such as Jamf Pro), and Microsoft 365.

• Configure, deploy, and onboard laptops and end-user equipment for new hires within established service-level objectives (24-48-hour turnaround).

• Own support tickets from initial intake through resolution, ensuring accurate documentation and timely communication with end users.

• Escalate issues appropriately while providing complete troubleshooting notes and maintaining accountability throughout the support process.

• Assist with user account administration, access requests, device compliance, software installations, and hardware lifecycle management.

• Contribute to internal documentation, knowledge base articles, and standard operating procedures to improve team efficiency and consistency.

• Maintain security best practices by following established access control, compliance, and device management procedures.

• Deliver exceptional customer service while supporting Product, Engineering, Brand, Operations, and Executive Leadership teams.

• 2+ years of hands-on IT support experience within an enterprise or corporate environment.

• Strong experience supporting both macOS and Windows operating systems.

• Working knowledge of Microsoft Entra ID (Azure AD), Microsoft Intune, Microsoft 365, and Kandji or Jamf Pro.

• Experience provisioning, configuring, and supporting laptops and mobile devices.

• Excellent troubleshooting methodology with the ability to diagnose and resolve technical issues independently.

• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.

• Experience working within a ticketing system while managing multiple priorities.

• Demonstrated ability to determine when issues should be escalated while maintaining ownership through resolution.

• Experience supporting hybrid and cloud-based environments.

• Familiarity with enterprise security best practices and endpoint compliance.

• Experience creating technical documentation and knowledge base articles.

• Previous experience supporting executive-level users is a plus.