Information Technology Operations Support

IT Support Specialist – Job Description

Daily Responsibilities

• Provide white-glove IT support (deskside and remote), owning issues from initial acknowledgment through resolution
• Log, track, and resolve incidents using an ITSM ticketing system, including escalation and follow-up
• Support telephone systems, including setup, configuration, and troubleshooting
• Configure and support mobile devices (setup, access, and issue resolution)
• Troubleshoot network connectivity issues on desktops and laptops
• Perform hardware installation, maintenance, and repair, including:
• Printers
• Conference room / A/V equipment
• Wireless access points
• Server room equipment
• Handle imaging, deployment, and provisioning of desktops, laptops, and peripherals
• Install, configure, and support Windows OS and business applications
• Participate in after-hours support and occasional travel for firm-wide IT initiatives

Key Requirements

• Self-starter with strong problem-solving skills; comfortable working independently as the sole IT support resource onsite
• Excellent customer service and communication skills (in-person, phone, and email)
• Hands-on experience with:
• Dell and Lenovo hardware
• Microsoft Windows OS
• Microsoft Office Suite
• Mobile devices and enterprise networks
• Document Management Systems
• 4 years of experience in a technical support or desktop support role
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)

Preferred Qualifications

• Certifications in Microsoft Office or Microsoft Azure
• Experience with Mobile Device Management (MDM) tools
• Familiarity with SCCM
• Industry certifications such as:
• ITIL Foundation
• CompTIA A
• Help Desk Institute (HDI) certification