Role Summary
The IT Support Specialist provides Tier 1–2 technical support to end users across portfolio companies, ensuring stable, secure, and efficient use of corporate systems and devices. This role manages incidents through the ITSM platform, supports core business applications, and partners closely with infrastructure and cybersecurity teams to maintain a reliable end-user environment.
Key Responsibilities
- Provide Tier 1–2 support for laptops, desktops, mobile devices, printers, conferencing tools, and office connectivity across all business units.
- Troubleshoot OS, browser, VPN, and productivity suite issues (e.g., O365), escalating complex incidents as needed.
- Manage incidents and service requests in the ITSM tool, meeting or exceeding defined SLAs and customer satisfaction targets.
- Perform user onboarding/offboarding, device provisioning, and access management in line with security and HR processes.
- Assist with endpoint patching, antivirus, and compliance checks under guidance from Cybersecurity.
- Document solutions, FAQs, and knowledge articles to support self-service and continuous improvement.
Required Qualifications
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience.
- 3+ years IT support experience in an enterprise or multi-site environment.
- Solid knowledge of Windows and Mac OS, O365, VPN clients, and basic networking.
- Strong customer-centric mindset balanced with operational rigor.
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Remedy).
Preferred Qualifications & Skills
- Industry certifications such as CompTIA A+, Network+, or ITIL Foundation.
- Strong customer service mindset, with clear written and verbal communication skills.
- Ability to prioritize, handle multiple tickets, and work effectively with remote teams.
