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)
