IT Support Specialist I

JOB SUMMARY

This position provides technical support for Windows, macOS, and Linux systems, applications, and related technologies. Responsibilities include installation, configuration, troubleshooting, and maintenance of user systems and peripherals. This role is expected to diagnose and resolve common to moderately complex issues independently, escalate advanced problems when appropriate, and assist in maintaining systems and services. The position requires both independent work and collaboration with IT and Systems Engineering team members.

GENERAL DUTIES AND RESPONSIBILITIES

• Provide installation, configuration, and support for desktops, laptops, peripherals, and software.
• Troubleshoot and resolve Tier 1 and some Tier 2 issues with minimal supervision.
• Escalate advanced or systemic issues with proper documentation and analysis.
• Perform IAM/SSO user provisioning and deprovisioning based on defined processes.
• Assist with the administration of Microsoft 365, Entra, and Azure environments under guidance.
• Provide support for VPN, remote access, and endpoint security tools.
• Assist in maintaining LAN/WAN connectivity and telecom systems.
• Perform basic troubleshooting of network and connectivity issues.
• Support endpoint patching and updates.
• Maintain hardware and software inventory records.
• Document troubleshooting steps and resolutions in the ticketing system.
• Collaborate with internal IT teams and vendors to resolve issues.

EDUCATION, EXPERIENCE, AND SKILLS

• Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience or relevant technical certifications may be considered in lieu of a degree.
• 0-2 years of experience in an IT support, help desk, or technical support role.
• Exposure to Windows and macOS operating systems, Microsoft 365, and basic networking concepts (DNS, DHCP, TCP/IP).
• Experience working with ticketing systems or customer support platforms is preferred.
• Strong understanding of Windows and macOS troubleshooting.
• Working knowledge of networking fundamentals (DNS, DHCP, connectivity troubleshooting).
• Familiarity with Microsoft 365 user-level administration.
• Ability to independently resolve most end-user issues.
• Strong communication, time management, and documentation skills.
• Professional phone skills with clear and courteous communication.
• Ability to maintain confidentiality and follow established processes.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Assist in documenting standard procedures and troubleshooting steps.
• Participate in testing system updates and new tools.
• Support user onboarding and offboarding processes.
• Assist senior staff with system and service changes as needed.
• Occasional travel to other company locations may be required.