Job Description

The IT Support Specialist provides technical support to end-users, resolving hardware, software, and network issues in a 24x7 environment. This role ensures seamless IT operations, delivers excellent customer service, and maintains system uptime.

Key Responsibilities:

• Respond to and resolve IT support tickets via phone, email, or ticketing system.
• Troubleshoot hardware (laptops, desktops, peripherals) and software issues (MS Office, Windows, Linux).
• Assist with user account management, including password resets and access permissions (e.g., JumpCloud, Active Directory).
• Monitor and maintain network connectivity, VPN, and system performance.
• Escalate complex issues to senior IT staff or vendors as needed.
• Document resolutions and update knowledge base for recurring issues.
• Support remote and on-site users, ensuring minimal downtime.
• Verify and update system configurations (e.g., IP settings, browser issues, proxy settings).
• Coordinate with third-party vendors for hardware repairs or service issues.
• Ensure compliance with company IT policies and security standards.

Qualifications:

• Associate or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 1-2 years of IT helpdesk or technical support experience.
• Proficiency in Windows OS, Microsoft Office (2024 or 365), and common enterprise applications.
• Familiarity with Linux systems is a benefit.
• Knowledge of network troubleshooting, VPNs, and ticketing systems (e.g., ServiceNow).
• Experience with cybersecurity tools (e.g., CrowdStrike) and cloud platforms (e.g., SharePoint, M365) is a plus.
• Strong problem-solving and communication skills.
• Ability to work in a 24x7 rotating roster, including nights, weekends, and holidays.

Working Conditions:

• Fast-paced, 24x7 helpdesk environment.
• May require occasional on-site support or travel to company locations.