IT Support Specialist

Description

Company Description

Job Description

Core Responsibilities

Onboarding & Device Provisioning

• Create and configure user accounts for new hires, including email, applications, security groups, and required permissions.
• Build, image, and configure PCs,  assembling, deploying, and standardizing laptops, desktops, monitors, mobile devices, and peripherals to company specifications.
• Install required software and confirm that every device meets company security and configuration standards.
• Coordinate with Human Resources, hiring managers, and other IT team members so new hires are fully provisioned and ready on their first day.
• Provide new employees with technology orientation and login assistance. 

End-User & Help Desk Support

• Serve as a primary point of contact for end-user support, resolving hardware, software, network, printing, email, and account-access issues.
• Provide responsive deskside and on-site technical support to employees across the office.
• Manage password resets, account lockouts, multifactor authentication issues, and access requests.
• Escalate complex technical or security issues to the appropriate IT team member or vendor, and follow through to resolution. 

Help Desk Process & Continuous Improvement

• Define, document, and maintain IT help desk processes, standard operating procedures, and ticket-handling workflows.
• Identify recurring issues and process gaps, and drive improvements that increase speed, consistency, and end-user satisfaction.
• Track and report on support activity, response times, and completed setups.
  

Asset, License & Procurement Management

• Manage the full lifecycle of software licenses — assignment, tracking, reclamation, renewals, and compliance.
• Maintain accurate inventory of computers, accessories, licenses, and other IT assets.
• Support IT procurement by sourcing, ordering, and receiving equipment and software, and coordinating with vendors.
• Assist with employee departures by disabling access and collecting company equipment.
• Assist with office technology projects and equipment installations as needed.
  

Qualifications & Competencies

• Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or 5 years of related work experience and no degree.
• Previous experience in an IT support, help desk, desktop support, or technical support role.
• Hands-on experience building, imaging, and deploying Windows computers, and configuring user accounts for employees.
• Working knowledge of Microsoft 365, networking, printers, computer hardware, and software troubleshooting.
• Experience managing software licenses and tracking IT assets.
• Strong written and verbal communication skills, with the ability to keep stakeholders informed and set clear expectations.
• Proven ability to work at a fast pace, manage multiple priorities, and consistently meet deadlines.
• Highly independent and self-driven, able to own tasks end to end with minimal supervision while collaborating across departments.
• Ability to follow, document, and improve procedures and maintain accurate records.
• Ability to handle confidential employee and company information appropriately.
• Must be able to work on-site five days per week. 

Preferred Experience

• Microsoft Entra ID
• Microsoft Intune or another device-management platform
• Exchange Online and Microsoft 365 administration
• Help desk or ITSM ticketing systems
• IT asset- and license-management systems
• Multifactor authentication and identity-management tools
• Experience defining or improving help desk processes
• Basic PowerShell knowledge 

Physical Requirements

• Ability to lift and move computer equipment weighing up to [25–50] pounds.
• Ability to work at employee desks, conference rooms, network closets, and other office locations as needed.
• Ability to connect, disconnect, transport, and install computers, monitors, and related equipment.