Technical Support Specialist

• Resolve technical issues involving desktops, laptops, conference room systems, email, onboarding requests, and VPN connectivity.
• Maintain, support, and upgrade existing hardware and software environments.
• Install, configure, and tailor new hardware and software solutions to meet user and business needs.
• Diagnose and resolve desktop, communication, and configuration issues; perform root cause analysis on recurring problems and implement preventative solutions.
• Investigate and troubleshoot complex hardware and software issues, ensuring prompt and effective resolution.
• Support end users with advanced software functionality and resolve escalated issues from the helpdesk.
• Provide phone and email assistance for inquiries escalated by the Helpdesk team.
• Act as a point of escalation for technical issues, delivering hands-on troubleshooting when required.
• Partner with other IT teams to address complex challenges and contribute to cross-functional initiatives.
• Participate in an on-call rotation to support critical incidents outside of standard business hours.
• Maintain detailed documentation of incidents, solutions, and troubleshooting procedures.
• Work with vendors and third-party providers to resolve advanced product-related issues.
• Ensure proper setup, configuration, and ongoing maintenance of IT systems and equipment across corporate and remote locations.
• Stay current on emerging technologies and industry best practices to enhance team effectiveness.
• Oversee and track IT asset inventory, including hardware and software licenses, ensuring compliance with company policies.
• Assist in developing and refining IT policies, procedures, and standards.
• Communicate clearly and effectively with end users, team members, and stakeholders to ensure timely resolution of issues.
• Collaborate with IT leadership to support the development and execution of IT strategies and policies.
• Participate in or lead bridge calls for urgent or high-priority incidents when needed.

Do you have experience in Windows?, Do you have a Associate’s degree?, * Approximately 6 years of overall work experience, or 3-4 years specifically in technical support

• Associate degree or equivalent combination of training and professional experience
• Experience with IT service management (ITSM) tools such as Freshservice or comparable platforms for ticketing, onboarding, workflows, and service requests (preferred)
• Experience with standard hardware and software platforms is preferred
• Strong knowledge of Windows 11 environments in an enterprise setting
• Strong hands-on experience with Microsoft 365, including deployment, configuration, and ongoing support
• Solid experience with Active Directory, including user account management, permissions, and access control
• Familiarity with virtualization technologies, preferably Citrix VDI environments
• Strong knowledge of desktop and laptop systems, email platforms, VPN technologies, and conference room solutions
• Experience supporting a hybrid workforce, including both on-site and remote users across virtual and physical endpoints
• Strong technical troubleshooting skills, including hardware diagnostics and repair
• Experience with printer setup, configuration, and support
• Foundational networking knowledge, including basic connectivity and cabling troubleshooting
• Proven ability to provide front-line (Level 1-2) user support and resolve end-user issues effectively
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal abilities, with experience supporting users at all levels of organization
• Ability to communicate effectively with customers, vendors, and internal teams
• Familiarity with IT service management frameworks (e.g., ITIL) is a plus
• Experience providing support in both corporate and remote office environments
• Proficiency with remote support tools and technologies
• Understanding of onboarding processes and IT security best practices
• Experience supporting executive-level users is preferred, * Do you have hands-on experience supporting Microsoft 365 (e.g., Outlook, Teams, OneDrive) and using remote desktop/support tools to troubleshoot end-user issues?
• What ITSM tools have you used (such as Freshservice or similar), and how have you leveraged them to manage tickets, workflows, or onboarding processes?
• Do you have experience managing user accounts, permissions, and access within Active Directory in a professional environment?

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance
• Life insurance, * Dental insurance
• Health insurance
• Life insurance
• Vision insurance