What are the responsibilities and job description for the IT Support Specialist position at Jobologi?
Jobologi is seeking a versatile IT Support Specialist with 2-4 years experience to provide responsive, professional technical support across multiple client environments. This role is ideal for someone early in their IT career who enjoys troubleshooting, working directly with users, documenting issues and processes clearly, resolving problems and learning across a variety of systems, tools, and client setups.
This is primarily a helpdesk (end-user) and IT infrastructure support role, with the opportunity to grow into more senior IT consulting roles, including involvement with business intelligence leveraging AI. Exposure to reporting, databases, Power BI, SQL, scripting, or automation is a plus, but not required.
Key Responsibilities
- Provide helpdesk support (Tier 1 and 2 at the least) for client users across Windows, macOS, Microsoft 365, printers, mobile devices, business applications, network connectivity, and common workstation issues.
- Triage, document, prioritize, and resolve support tickets using the company’s ticketing system.
- Escalate complex issues to senior technicians, systems engineers, vendors, or client contacts when appropriate.
- Support user onboarding and offboarding, including account setup, password resets, permissions, email configuration, and device preparation.
- Assist with basic administration of Microsoft 365, Active Directory, Entra ID/Azure AD, Okta, or similar identity platforms.
- Troubleshoot common networking issues involving Wi-Fi, VPN, DNS, DHCP, TCP/IP, and internet connectivity.
- Perform workstation setup, software installation, patching, endpoint maintenance, and hardware troubleshooting.
- Maintain accurate client documentation, ticket notes, asset records, workflows and support procedures.
- Follow MSP processes for communication, escalation, time entry, documentation, and client service standards.
- Assist with basic reporting, dashboards, SQL queries, or automation projects where skills and interest align.
Nice-to-Have Skills
- Basic SQL querying or interest in learning database/reporting tools.
- Exposure to Power BI, Tableau, dashboards, or business reporting.
- Basic PowerShell or Python scripting.
- Familiarity with RMM tools, PSA/ticketing systems, remote support tools, endpoint security, backup platforms, or MSP environments.
- Exposure to cloud platforms such as Microsoft Azure or AWS.
- Interest in using AI-assisted tools such as GitHub Copilot or ChatGPT to improve documentation, scripting, troubleshooting, or support workflows.
Qualifications
- 2 to 4 years of experience in helpdesk, desktop support, technical support, IT support, or a related role.
- Comfortable troubleshooting Windows and/or macOS user issues.
- Basic understanding of networking concepts such as IP addresses, DNS, VPNs, Wi-Fi, and internet connectivity.
- Familiarity with Microsoft 365, email, Teams, SharePoint, OneDrive, or similar business productivity tools.
- Strong written and verbal communication skills.
- Ability to explain technical issues clearly to non-technical users.
- Strong Consultative skills with proven ability to work effectively on-site and remotely, managing client relationships across diverse environments while consistently exceeding expectations.
- Must have a valid driver’s license and reliable vehicle for daily travel to client sites. Driving is an essential function of this role.
- Organized, reliable, and detail-oriented with strong ticket documentation habits.
- Willingness to learn new systems, tools, and client environments.
- Must be able to take initiative and manage tasks autonomously, while also contributing to and supporting team efforts to deliver results.
- Degree, certification, bootcamp, or equivalent hands-on experience in IT is welcome but not required.
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