The IT Support Specialist delivers world-class, hands-on technical support for end users across Windows and macOS environments in a fast-paced, onsite corporate setting. The ideal candidate brings a customer-first mindset, professionalism, patience, and a calm, methodical approach to troubleshooting.

Core Qualifications

3+ years of hands-on IT support experience in a corporate/professional environment
1+ year of macOS support experience
Strong troubleshooting skills across Windows and macOS endpoints (hardware, OS, applications, printers, and peripherals)
Experience supporting Microsoft products, including Windows and Microsoft 365 (Office)
Working knowledge of identity and access management (e.g., Active Directory and/or Microsoft Entra ID)
Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN)
Strong written and verbal communication skills; able to explain technical concepts to non-technical users
Ability to multitask, prioritize, and work effectively in a high-volume support environment
Comfortable lifting up to 50 lbs

Key Responsibilities

Provide onsite and remote support via ticketing system, phone, email, chat, and in-person assistance.
Provision, configure, and troubleshoot endpoint devices and peripherals (laptops, monitors, docks, printers, and mobile devices).
Create, modify, and maintain user accounts and access (e.g., Active Directory/Microsoft Entra ID and Microsoft 365), including onboarding and offboarding.
Support conference room and A/V technology (Teams/Zoom, screen sharing, video conferencing, and telephony) as needed.
Maintain clear documentation, knowledge articles, and repeatable processes; contribute to internal training and end-user how-to guidance.
Participate in IT projects (software rollouts, process improvements, and training sessions) and promote a continuous-improvement culture.
Track and manage IT assets and inventory using established asset management processes.

Security & Compliance

Reinforce IT security policies and best practices (e.g., phishing awareness, password hygiene, secure handling of data).
Identify, document, and escalate suspicious activity, policy violations, or security incidents.
Support endpoint security controls including device compliance, MFA, and response to endpoint alerts.
Assist with NIST-aligned practices and data protection processes in regulated environments (e.g., CUI).
Contribute to security awareness and training efforts and promote continuous improvement.

Teamwork & Communication

Communicate clearly and professionally with end users, teammates, and vendors.
Provide timely updates, document work performed, and manage requests to meet SLAs and user expectations.
Demonstrate ownership of issues from intake through resolution, including appropriate escalation.
Collaborate effectively within a small, high-trust team; work independently when needed.
Maintain a learning mindset and contribute to coaching, knowledge sharing, and continuous improvement.

Preferred Qualifications

Experience provisioning endpoints and peripherals (laptops, phones, printers), including imaging/enrollment and standard software setup.
Endpoint management experience (e.g., Microsoft Intune, Autopilot, Jamf, or other MDM tools).
Experience supporting phone systems (e.g., RingCentral, Talkdesk, Cisco).
Experience supporting Microsoft Copilot for Microsoft 365 (as applicable to your environment).
Exposure to cybersecurity best practices and/or regulated environments.

Work Environment & Schedule

Onsite role, five days per week
May participate in an on-call rotation, as needed

Perks

Paid parking (garage access for downtown events)

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Information Technology Support Specialist