Description:
As an IT Support Specialist, you will provide Tier 1 / Tier 2 support for end users across hardware, software, access, and collaboration tools. You will troubleshoot incidents, fulfill service requests, and support onboarding/offboarding activities. This role is hands-on and customer-facing, requiring strong technical fundamentals, excellent communication skills, and a disciplined approach to ticket handling and service quality. You will work closely with Digital Workplace, Security, and Infrastructure teams to escalate issues appropriately and help drive resolution.
What You’ll Do:
- Provide end-user support for IT incidents and service requests (Tier 1 / Tier 2).
- Troubleshoot issues across laptops/desktops, mobile devices, conferencing systems, VPN, and core business applications.
- Support user account and access requests (e.g., MFA resets, group access, application access), in alignment with established policies.
- Manage onboarding/offboarding support activities, including device provisioning and access setup.
- Maintain accurate and complete documentation in the ITSM platform (ticket notes, status updates, resolution details).
- Ensure strong customer communication: provide timely updates and follow-up until closure.
- Escalate issues to the appropriate resolver teams with clear troubleshooting context and impact.
- Support device lifecycle processes: deployment, inventory updates, refresh, and returns.
- Contribute to knowledge base documentation and self-service improvements.
- Identify recurring issues and suggest automation or process improvements to reduce ticket volume.
What We’re Looking For:
- 2–4 years of experience in IT support, service desk, or end-user computing roles.
- Strong troubleshooting skills across Windows and macOS environments.
- Familiarity with identity and endpoint tools (e.g., Google Workspace, Okta/Azure AD, Intune, JAMF, VPN clients).
- Experience working in an ITSM tool such as ServiceNow or Jira Service Management.
- Strong customer service mindset with clear written and verbal communication.
- Ability to prioritize and manage multiple tickets effectively while meeting SLA expectations.
- Comfort supporting both onsite and remote users.
- Understanding of ITIL fundamentals (incident, request, escalation, knowledge management).
- A process-driven mindset and attention to detail.