IT Support Specialist

We are seeking an experienced IT Help Desk Specialist to join our team. The ideal candidate will have a strong background in providing technical support and troubleshooting for Windows & Mac platforms, as well as experience with remote support tools.

Key Responsibilities:

• Provide high-quality technical support and troubleshooting for end-users, ensuring timely resolution and minimal disruption to clients.
• Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.
• Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
• Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
• Ensure all technical issues are resolved with a focus on quality, efficiency, and minimal disruption to clients.

• Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.
• Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.
• Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.

• Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
• Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks.
• Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption.

• Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security.
• Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.
• Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required.

• Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments.
• Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams.

Required Skills and Qualifications:

• Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint).
• Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer).
• Solid L1 to L2 support skills, including device troubleshooting, software installation, patching, and configuration.
• Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
• Familiarity with cloud platforms like Azure, AWS, and knowledge of cloud infrastructure is a plus.
• Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations.
• Excellent documentation skills, with attention to detail in creating clear and structured records.

Preferred Certifications:

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• AWS Certified Solutions Architect (or similar)
• Azure Administrator certification (preferred)
• ITIL Foundation

We offer a dynamic and supportive work environment that fosters growth and development. Our team members enjoy competitive salaries, comprehensive benefits, and opportunities for professional advancement.

As a member of our team, you will have the chance to work with a talented group of professionals who share your passion for delivering exceptional service. We value diversity, equity, and inclusion, and strive to create a workplace that is welcoming and respectful to all.

To apply for this position, please submit your resume and cover letter via our online application portal. We look forward to hearing from you