IT Specialist

We are seeking an IT Specialist to provide technical support, troubleshoot hardware and software issues, configure systems, resolve incidents, fulfill service requests, and support enterprise IT operations. The role provides comprehensive technical support to end users, ranging from front-line assistance to advanced troubleshooting and system configuration, and ensures reliable IT operations across the organization by resolving incidents, fulfilling service requests, and supporting enterprise technologies.

Key Responsibilities

• Serve as a primary point of contact for IT support via phone, email, ticketing system, and in person.

• Troubleshoot and resolve hardware, software, and network issues at both basic and advanced levels.

• Assist users with account access, password resets, MFA issues, and general identity-management tasks.

• Perform workstation setup, imaging, deployment, and peripheral configuration.

• Support enterprise applications and departmental systems, including specialized tools.

• Conduct root-cause analysis and implement long-term solutions for recurring problems.

• Document all interactions and technical procedures accurately in the ticketing system.

• Escalate issues appropriately and collaborate with system administrators, infrastructure teams, and vendors.

• Manage user accounts, security groups, file permissions, and access requests.

• Provide guidance, mentorship, and knowledge-sharing with support staff.

• Assist with system upgrades, patching, deployments, and lifecycle management of workstations.

• Educate users on IT policies, procedures, and best practices.

Required Qualifications

• Bachelor's degree in IT or a related field, or equivalent experience (10 years)

• 6 years of experience providing IT support, service desk operations, or system troubleshooting

• 6 years of working knowledge of Windows OS, macOS, Microsoft 365, Active Directory, and basic networking

• 6 years of experience supporting mobile devices (iOS and Android), including enterprise management profiles

• 6 years of proficiency with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Excel, Word, etc.)

• 6 years of experience diagnosing and resolving both basic and complex technical issues across multiple operating systems

• Familiarity with basic cybersecurity practices such as MFA, endpoint protection, and secure data handling

• Ability to follow ITIL best practices for incident, problem, and change management

• Strong communication, customer service, and problem-solving skills

• Ability to work independently and collaboratively in a fast-paced environment

• Ability to lift, move, and install computer hardware up to 25-40 lbs