IT Support Specialist The IT Support Specialist provides first-line technical assistance and exceptional customer service to employees across the organization.
This role is responsible for resolving common hardware, software, and access-related issues, managing user requests, and escalating complex incidents to system administrators or specialized application teams as needed. Strong troubleshooting ability, excellent communication skills, and a proactive approach to improving IT support processes is needed
Key Responsibilities
Serve as the primary point of contact for IT-related inquiries and incidents.
Diagnose and resolve user issues related to login, access, connectivity, and device performance.
Manage password resets, user provisioning, and access requests in accordance with established policies.
Accurately document issues, resolutions, and escalation steps within the ticketing system (e.g., Jira Service Desk).
Track and manage support tickets to ensure timely resolution and high user satisfaction.
Escalate complex issues to appropriate system owners, administrators, or developers with complete diagnostic details.
Provide user guidance, walkthroughs, and training on common applications and tools.
Support hardware and software troubleshooting for operating systems, SaaS platforms, networking, VoIP, and office infrastructure.
Create and maintain knowledge base articles and internal documentation to promote self-service and knowledge sharing.
Collaborate with IT team members to continuously improve processes, reduce incident volume, and enhance user experience.
Qualifications
3+ years of hands-on experience supporting macOS and Windows operating systems.
Proficiency with remote support tools and endpoint management platforms (e.g., MDM solutions).
Familiarity with Salesforce , NetSuite , and other SaaS business applications.
Experience managing G Suite (Google Workspace) , Okta , Slack , and Jira Software environments.
Strong communication, documentation, and customer service skills.
Ability to support both onsite and remote employees across multiple time zones.
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