Job Description

The IT Support Specialist reporting to the Senior Network Administrator, is responsible for providing efficient and responsive technical support to end users across the organization. This role supports the maintenance, troubleshooting, and administration of computer systems, hardware, software, network connectivity, and Microsoft 365 applications to ensure reliable day-to-day operations. The position also supports IT security, employee onboarding/offboarding, and continuous improvement of IT processes while delivering excellent customer service and technical support.

DUTIES AND RESPONSIBILITES

• Provide Level 2 technical support to end users across Windows and macOS environments, ensuring timely resolution of IT-related issues.
• Administer user accounts, permissions, and access controls through Active Directory in accordance with company policies.
• Troubleshoot, diagnose, and resolve hardware, software, and peripheral issues involving desktops, laptops, printers, and mobile devices.
• Support and maintain Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Configure, maintain, and troubleshoot VPN connections, network connectivity, Wi-Fi access, and remote access solutions.
• Respond to and track incidents and service requests using the SysAid Helpdesk ticketing system, ensuring effective communication and timely follow-up.
• Perform system imaging, deployments, hardware setups, software installations, and updates in alignment with organizational standards.
• Create and maintain accurate IT documentation, including procedures, troubleshooting guides, system configurations, and inventory records.
• Escalate complex technical issues to the Senior IT Network Administrator or external vendors as required.
• Ensure compliance with IT security protocols, data protection requirements, and organizational technology standards.
• Support employee onboarding and offboarding processes, including equipment provisioning, account setup, system access, and asset recovery.
• Perform other related duties and responsibilities as assigned by management to support departmental and organizational objectives.

PROFESSIONAL RELATIONSHIPS

Inside – Inside:

• IT team members and Network Administrators
• Employees across all departments
• HR (for onboarding/offboarding processes)
• Management and department heads

Outside:

• External vendors and service providers
• Software and hardware support teams