IT Support Specialist

The IT Support Specialist provides first-level technical support to end-users by troubleshooting hardware, software, and network-related issues. This role is responsible for ensuring timely resolution of support requests, setting up equipment, and maintaining a reliable IT environment that supports daily business operations., * Provide first-level troubleshooting and resolution for common technical issues, including:

• Windows and macOS operating systems
• Microsoft 365 applications (Outlook, Teams, Word, Excel, etc.)
• Hardware issues (desktops, laptops, monitors, printers, peripherals)
• Network connectivity (Wi-Fi, VPN, basic LAN troubleshooting)
• Software installation, updates, and configuration
• Password resets, account unlocks, and basic Active Directory/Azure AD tasks
• Set up, configure, and deploy desktops, laptops, printers, and mobile devices for employees
• Manage user accounts, permissions, and passwords in Active Directory or Azure AD
• Assist with employee onboarding and offboarding (account setup, equipment provisioning, email configuration)
• Support Microsoft 365 and other business-critical applications
• Perform basic hardware repairs and component replacements (e.g., RAM, hard drives, peripherals)
• Coordinate warranty and RMA processes with vendors as needed
• Configure and deploy new workstations, including imaging and software installation
• Maintain accurate hardware inventory and asset tracking records
• Escalate complex technical issues to senior IT staff or vendors with proper documentation
• Provide user training and guidance on best practices and self-service tools
• Participate in IT projects such as hardware refreshes and software rollouts

• 1-3 years of experience in a help desk or desktop support role
• Strong troubleshooting skills in Windows environments (macOS experience a plus)
• Hands-on experience with Microsoft 365 / Office applications
• Familiarity with Active Directory, user provisioning, and group policies
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience troubleshooting both hardware and software issues
• Excellent customer service and communication skills (verbal and written)
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Self-motivated and able to work independently as well as part of a team

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications
• Experience with Mobile Device Management (MDM) platforms such as Intune or Jamf
• Familiarity with endpoint security tools and antivirus management
• Exposure to Azure or other cloud-based environments
• Basic scripting knowledge (PowerShell, batch) for task automation

Work Environment & Expectations

• Office-based role with occasional physical work (lifting, moving equipment, workstation setup)
• May require supporting users across multiple departments or locations
• Ability to respond to urgent support needs in a timely and professional manner