IT Support Specialist (End-User & Onboarding Support)

Job Summary
The IT Support Specialist is responsible for providing first-level technical support to employees, with a strong focus on new hire onboarding, device provisioning, and access management. This role serves as the primary point of contact for day-to-day IT issues, resolving common problems and triaging more complex incidents to our third-party IT vendor when necessary. The ideal candidate is customer-focused, well-organized, and comfortable supporting a modern workplace technology environment.

Key Responsibilities

New Hire Onboarding & Offboarding

• Prepare and configure new laptops and peripherals for new hires (imaging, setup, asset tagging)
• Provision and deprovision user accounts, system access, and software licenses in accordance with company policies
• Coordinate onboarding timelines with HR, managers, and new employees to ensure a smooth first-day experience
• Collect, reset, and inventory equipment during employee offboarding
  
  
  
  

End-User Support (Tier 1)

• Serve as the first point of contact for IT-related issues via ticketing system, email, chat, or walk-up support
• Troubleshoot and resolve common hardware, software, and access issues (e.g., login problems, application errors, device connectivity)
• Provide clear, timely communication and follow-up with users throughout the support process
• Escalate unresolved or complex issues to the third-party IT vendor with proper documentation and context
  
  
  
  

Device & Asset Management

• Maintain accurate inventory of laptops, accessories, and other IT assets
• Track device assignments, replacements, and lifecycle status
• Coordinate repairs, replacements, and warranty requests as needed
  
  
  
  

Collaboration & Vendor Coordination

• Act as an internal liaison with the third-party IT vendor for escalated incidents, requests, and maintenance activities
• Ensure issues are properly categorized, documented, and prioritized before escalation
• Monitor vendor response and resolution to meet internal service expectations
  
  
  
  

Documentation & Continuous Improvement

• Create and maintain internal IT documentation, onboarding checklists, and knowledge base articles
• Identify recurring issues and suggest process improvements to enhance efficiency and user experience
• Follow IT security policies and escalate potential security concerns appropriately
  
  
  
  

Required Qualifications

• 1-3 years of experience in IT support, help desk, or desktop support role
• Hands-on experience supporting Windows and/or macOS laptops
• Familiarity with user account provisioning, access management, and common SaaS tools
• Basic understanding of networking, hardware, and troubleshooting best practices
• Strong customer service skills and ability to communicate technical concepts clearly to non-technical users
• Experience working with ticketing systems and documentation tools
  
  
  
  

Preferred Qualifications

• Experience supporting new hire onboarding in a corporate environment
• Familiarity with identity and access management tools (e.g., Azure AD, Active Directory, Okta, Google Workspace)
• Prior experience coordinating with third-party IT or managed service providers
• IT certifications (e.g., CompTIA A , ITIL Foundation) are a plus
  
  
  
  

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.