IT Support Specialist

This role is the first point of contact for all internal IT support, managing the entire help desk queue from logging to resolution. Job Responsibilities Day-to-day tasks include: User Support: Providing remote support for software (M365/Google Workspace, OS), connectivity (VPN, Wi-Fi), and hardware issues.

Lifecycle Management: Executing the full onboarding process (account creation, access, hardware coordination, induction) and offboarding process (disabling accounts, asset retrieval). Security Operations: Monitoring security logs and alerts (antivirus, O365, endpoint), managing security awareness training, and assisting with patch management.

Systems & Auditing: Conducting monthly audits (backup checks, access reviews), maintaining the IT asset inventory, and reporting on system health. Documentation: Creating and maintaining user-facing "how-to" guides and internal IT process documentation. Qualifications (Skills) Must-Have Skills: Strong experience with IT help desk ticketing systems. Expertise in supporting Windows and macOS environments.

Admin-level knowledge of Microsoft 365 and/or Google Workspace. Identity Management: Experience with Active Directory (user creation, permissions). Security Tools: Familiarity with endpoint protection, email filtering, and MFA. Networking: Strong remote troubleshooting skills for VPN, Wi-Fi, and connectivity. MDM: Experience with mobile device management/provisioning (e.g., Intune/Autopilot).

Excellent remote communication and user-support skills. Nice-to-Have Skills: Experience with the specific security platforms in use. Experience documenting systems (e.g., in Confluence or similar) Competencies/Traits Highly Organized: Essential for managing the entire support queue, prioritizing tasks, and logging all work. Customer-Service Mindset: Professional, patient, and timely in all user interactions.

Detail-Oriented & Meticulous: Critical for security log analysis, monthly audits, and user lifecycle processes. Proactive & Accountable: Takes ownership of tickets from start to finish, including escalations. Strong Communicator: Able to write clear, user-friendly documentation and conduct IT inductions. Prior Experience 2-3+ years of experience in an IT Support, Help Desk, or Service Desk role.

Demonstrable experience supporting users in a fully remote or hybrid environment. Proven experience managing the new-hire-to-leaver IT lifecycle (onboarding/offboarding). Hands-on experience with security monitoring and alert management. Performance Measurement Ticket Resolution Time: Average time to close support tickets. First Contact Resolution (FCR): Percentage of issues solved on the first interaction.

Ticket Backlog: Number of open/aging tickets in the queue. Audit Completion: On-time completion of all scheduled monthly audits. User Satisfaction (CSAT): Feedback from internal staff. Documentation: Number of new/updated Knowledge Base articles.