IT Support

Role Summary

We are looking for an experienced L1 IT Specialist to provide responsive, hands-on technical support to employees across a distributed work environment. The role focuses on end-user and deskside support, including troubleshooting laptops, desktops, peripherals, software, user accounts, connectivity, and collaboration tools.

You will own routine support requests through resolution, document your work clearly, and escalate more complex issues when appropriate. The ideal candidate combines strong customer service, practical troubleshooting skills, attention to detail, and clear communication with both technical and non-technical users.

Key Responsibilities

• Provide Level 1 support via the ticketing system, remote support channels, and deskside support when applicable

• Troubleshoot and resolve hardware, software, OS, peripheral, printing, audio/video, and connectivity issues

• Set up, configure, deploy, replace, and maintain laptops, desktops, monitors, mobile devices, printers, and other end-user equipment

• Support Windows and macOS environments, productivity apps, browsers, email, collaboration tools, and remote-access tools

• Diagnose basic network issues (Wi-Fi, VPN, TCP/IP, DNS, DHCP) and escalate infrastructure issues when required

• Support employee onboarding and offboarding, including device prep, account provisioning/deprovisioning, access changes, software installation, and equipment recovery

• Handle routine user and access administration: password resets, MFA enrollment, group membership, distribution lists, licenses, and approved permissions

• Support and troubleshoot business phone/VoIP systems, including user provisioning, device/app setup, call quality, and basic configuration (GCF, RingCentral, 8x8, or similar)

• Log, prioritize, update, and resolve tickets within established SLAs, with clear troubleshooting notes and escalation details

• Maintain accurate IT asset and inventory records, including assignments, replacements, returns, repairs, and spares

• Follow IT security, access-control, data-protection, change-management, and support procedures; escalate suspected security issues promptly

• Create and maintain support documentation, knowledge-base articles, setup instructions, and standard troubleshooting procedures

• Coordinate hardware repairs, warranty/vendor support, and equipment replacements as needed

• Perform other IT support duties assigned by the Team Manager

Qualifications

• 3+ years in IT help desk, desktop/deskside support, or similar end-user support

• Strong troubleshooting across Windows 10/11 and macOS, including hardware, applications, and peripherals

• Admin-level experience with Google Workspace, Microsoft 365 / Entra ID, and Slack

• Ability to diagnose basic network and remote-access issues (Wi-Fi, VPN, TCP/IP, DNS, DHCP)

• Hands-on experience with onboarding/offboarding, device deployment, account and access administration, and MFA

• Experience with ITSM/ticketing platforms (e.g., Zendesk, Jira Service Management, ServiceNow) and a working understanding of SLAs, escalation, and ITIL

• Excellent written and spoken English, with the ability to explain technical issues clearly to non-technical users

• Strong documentation habits, attention to detail, and ability to manage multiple requests independently

• Degree in IT, Computer Science, or a related field, or equivalent experience

Nice to Have

• Endpoint/device management (Intune, MDM, RMM, SCCM) and Apple Business Manager

• Phone/VoIP administration (GCF, RingCentral, 8x8, or similar)

• Atlassian / Jira Service Management admin experience

• Admin experience with Salesforce, AWS, Zoom, ChatGPT, or Claude consoles

• PowerShell or other scripting/automation