IT Specialist

Key Responsibilities

Service and Support

• Serve as a first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone.
• Troubleshoot and resolve Tier 1 issues involving hardware, software, Windows and macOS devices, Microsoft 365, connectivity, VPN, and access.
• Assist with selected Tier 2 issues under the guidance of experienced team members, documenting the diagnosis and outcome.
• Assess impact and urgency, work within service expectations, and keep employees informed through clear and timely updates.
• Escalate unresolved, high-impact, or security-sensitive issues through defined paths to IT leadership and the appropriate Security, Engineering, or managed service resources.
• Provide courteous, patient, and discreet support to employees at every level, including executives and other users handling sensitive information.

Employee Technology Lifecycle

• Support onboarding by preparing devices, coordinating account creation, enrolling multifactor authentication, and confirming day-one readiness.
• Complete assigned offboarding tasks promptly, including approved account actions, asset recovery, and license reclamation.
• Fulfill approved identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes.
• Track equipment assignments, returns, shipments, and device reimaging in Snipe-IT or the designated asset management system.
• Partner with Human Resources, IT leadership, and business teams to maintain accurate records and a clear audit trail for access changes.

Security Cross Training and Operational Readiness

• Participate in structured cross-training with the Cybersecurity Team to build practical knowledge of security operations and controls.
• Follow access governance, change control, data handling, and incident escalation procedures in every support interaction.
• Recognize and report suspicious activity, including phishing, unusual access behavior, and potentially compromised devices, using established procedures.
• As training and proficiency grow, provide documented coverage across IT Operations and Information Security when additional support is needed, while remaining within established responsibilities and escalation boundaries.

Documentation Automation and Improvement

• Record troubleshooting steps, decisions, and resolutions in the ITSM so work can be understood, measured, and repeated.
• Create and maintain knowledge articles, FAQs, and quick guides that help employees and support teammates resolve common issues.
• Use approved AI-enabled automations across support workflows, reviewing outputs for accuracy, security, and appropriate handling before acting on them.
• Identify repetitive work that may be suitable for self-service or automation and share practical feedback as new workflows are introduced.
• Participate in service reviews, share recurring issue patterns, and recommend improvements that strengthen employee support and operational readiness.

Skills and Qualifications

Required

• Approximately one to two years of experience in IT support, help desk, desktop support, or comparable hands-on technical work.
• Foundational knowledge of Windows or macOS, Microsoft 365, Teams, remote support tools, identity and access concepts, and basic network troubleshooting.
• Ability to diagnose issues methodically, explain next steps in plain language, and confirm that the solution meets the employee’s need.
• A service-oriented approach marked by empathy, patience, professionalism, and respect for people with different levels of technical experience.
• Clear written and verbal communication, including accurate ticket notes and concise user-facing instructions.
• Sound judgment when prioritizing work, protecting confidential information, following procedures, and deciding when to escalate.
• Curiosity, adaptability, and an interest in building skills in automation, information security, and modern IT operations.

Preferred

• Experience with an IT service management or ticketing platform such as Freshservice, ServiceNow, or Jira Service Management.
• Familiarity with Intune, Jamf, Entra ID, or comparable endpoint and identity management tools.
• Working knowledge of common connectivity concepts and troubleshooting for Wi-Fi, VPN, DNS, and remote access.
• Awareness of ITIL practices and foundational security concepts such as least privilege, multifactor authentication, and phishing prevention.
• CompTIA A+, ITIL Foundation, an entry-level security certification (Security+), or active interest in pursuing a relevant certification.