We are seeking a highly capable and service-oriented IT Support Specialist to join our team. In this role, you will serve as the frontline resource for end-user technical support, ensuring the stability, security, and reliability of our internal IT systems and infrastructure. The ideal candidate should possess excellent communication and problem-solving skills, a strong technical background, and a passion for delivering top-notch customer service.
Responsibilities
End-User Support
- Provide timely and effective technical assistance to employees via in-person support, phone, email, and remote tools.
- Troubleshoot and resolve hardware, software, and system issues while maintaining clear communication with end-users.
- Manage and prioritize help desk tickets to ensure prompt resolution and accurate documentation.
- Escalate complex issues appropriately while maintaining ownership through resolution.
Microsoft & Systems Administration
- Support and administer core Microsoft 365 services, including Outlook, Teams, SharePoint, and related tools.
- Manage user accounts, permissions, and group policies within Windows Active Directory.
- Assist with basic networking tasks and troubleshooting, collaborating with senior IT staff or vendors when necessary.
- Support ERP system access, user provisioning, and issue troubleshooting.
Hardware & Asset Management
- Install, configure, and maintain desktops, laptops, printers, scanners, and other devices.
- Maintain accurate inventory records of IT hardware and software licenses.
- Manage equipment lifecycle processes, including procurement, deployment, replacement, basic repair, and decommissioning.
Onboarding & Offboarding
- Lead the technical onboarding process for new employees, including account setup, hardware provisioning, access configuration, and training.
- Ensure timely and secure offboarding procedures, including access revocation and equipment recovery.
Cybersecurity & Compliance
- Execute company cybersecurity training initiatives and promote employee awareness of best practices.
- Support enforcement of data security standards, patch management, and endpoint protection measures.
- Monitor for security risks and escalate concerns appropriately.
- Contribute to the ongoing development and strengthening of our cybersecurity framework.
Documentation & Continuous Improvement
- Maintain clear documentation of systems, processes, and recurring technical issues.
- Identify opportunities to improve workflows, system reliability, cybersecurity, and user experience.
- Contribute to internal IT process refinement and operational efficiency.
Preferred Qualifications
Technical Skills
- Experience working with ticketing systems, remote tools, and structured helpdesk workflows.
- Solid understanding of desktop operating systems, hardware troubleshooting, and software support.
- Understanding of networking concepts; familiarity with Fortinet environments is a plus.
- Strong working knowledge of Microsoft 365 and Windows environments, including administration, user and policy management, and general platform support.
- Familiarity with ERP systems and enterprise application support is a plus.
Experience & Education
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
- Proven experience in an IT support or help desk role with direct end-user interaction.
- Certifications such as CompTIA A+, Network+, Security+, or relevant Microsoft certifications are a plus.
Professional Attributes
- Strong communication and problem-solving skills, with the ability to translate technical concepts into clear, practical guidance.
- High attention to detail and strong organizational habits.
- Service-oriented mindset with a sense of ownership and accountability.
- Ability to remain calm and effective in a fast-paced operational environment.
- Interest in cybersecurity and long-term professional growth within IT systems and security.
