IT Support Specialist

We are seeking a Service Desk Personnel professional to provide technical support to end users and assist with day-to-day IT service desk operations. The ideal candidate will have strong customer service skills, IT call center experience, and hands-on experience troubleshooting hardware, software, network, mobile devices, and user account issues., · Handle a high volume of technical support calls, up to approximately 30 calls per day.

· Provide professional and responsive customer service to end users.

· Diagnose and resolve hardware, software, network, and application-related issues.

· Create, update, assign, and manage support tickets using ServiceNow.

· Perform printer administration and troubleshooting, including:

o Server print queues

o Local print queues

o Printer connectivity and configuration

· Perform Active Directory administration, including:

o Navigating different Organizational Units (OUs)

o Looking up user attributes

o Password resets

o Account unlocks

· Provide iOS device management and support, including:

o Setting up new phones and iPads

o Resetting iTunes accounts

o Resetting network settings

o Backing up and restoring device data

· Support video conferencing technologies, including:

o Cisco WebEx

o Microsoft Teams

o Cisco Presence video solutions

· Troubleshoot network connectivity issues involving:

o Internal vs. external connectivity

o VPN

o LTE

o Wi-Fi

· Troubleshoot applications and user access issues, including:

o Account permissions

o Compatibility settings

o Browser-based vs. installed applications

· Provide remote technical support using:

o Microsoft Remote Assistance (MSRA)

o Remote Desktop Protocol (RDP)

o Microsoft Teams

o WebEx

· Assist with hardware deployment, setup, configuration, and troubleshooting.

· Assign and manage service tickets and ensure issues are properly documented and routed.

· Previous IT Service Desk or IT Call Center experience preferred.

· Strong customer service and communication skills.

· Experience handling a high volume of technical support calls.

· Experience with Active Directory user administration.

· Experience troubleshooting printers and print queues.

· Experience supporting Windows-based systems and common business applications.

· Familiarity with ServiceNow or similar IT service management platforms.

· Experience supporting mobile devices, particularly iOS/iPadOS.

· Knowledge of VPN, Wi-Fi, LTE, and basic network troubleshooting.

· Experience with remote support tools such as RDP and Microsoft Remote Assistance.

· Familiarity with Microsoft Teams and Cisco WebEx.

· Ability to troubleshoot issues independently and escalate when appropriate., · Sponsorship is not available for this position. Candidates must be authorized to work in the United States without current or future sponsorship.