IT Support Specialist

This role is the first point of contact for all internal IT support, managing the entire help desk queue from logging to resolution.

Job Responsibilities

Day-to-day tasks include:

User Support: Providing remote support for software (M365/Google Workspace, OS), connectivity (VPN, Wi-Fi), and hardware issues.

Lifecycle Management: Executing the full onboarding process (account creation, access, hardware coordination, induction) and offboarding process (disabling accounts, asset retrieval).

Security Operations: Monitoring security logs and alerts (antivirus, O365, endpoint), managing security awareness training, and assisting with patch management.

Systems & Auditing: Conducting monthly audits (backup checks, access reviews), maintaining the IT asset inventory, and reporting on system health.

Documentation: Creating and maintaining user-facing "how-to" guides and internal IT process documentation.

Qualifications (Skills)

Must-Have Skills:

Strong experience with IT help desk ticketing systems.

Expertise in supporting Windows and macOS environments.

Admin-level knowledge of Microsoft 365 and/or Google Workspace.

Identity Management: Experience with Active Directory (user creation, permissions).

Security Tools: Familiarity with endpoint protection, email filtering, and MFA.

Networking: Strong remote troubleshooting skills for VPN, Wi-Fi, and connectivity.

MDM: Experience with mobile device management/provisioning (e.g., Intune/Autopilot).

Excellent remote communication and user-support skills.

Nice-to-Have Skills:

Experience with the specific security platforms in use.

Experience documenting systems (e.g., in Confluence or similar)

Competencies/Traits

Highly Organized: Essential for managing the entire support queue, prioritizing tasks, and logging all work.

Customer-Service Mindset: Professional, patient, and timely in all user interactions.

Detail-Oriented & Meticulous: Critical for security log analysis, monthly audits, and user lifecycle processes.

Proactive & Accountable: Takes ownership of tickets from start to finish, including escalations.

Strong Communicator: Able to write clear, user-friendly documentation and conduct IT inductions.

Prior Experience

2-3+ years of experience in an IT Support, Help Desk, or Service Desk role.

Demonstrable experience supporting users in a fully remote or hybrid environment.

Proven experience managing the new-hire-to-leaver IT lifecycle (onboarding/offboarding).

Hands-on experience with security monitoring and alert management.

Performance Measurement

Ticket Resolution Time: Average time to close support tickets. First Contact Resolution (FCR): Percentage of issues solved on the first interaction.

Ticket Backlog: Number of open/aging tickets in the queue.

Audit Completion: On-time completion of all scheduled monthly audits.

User Satisfaction (CSAT): Feedback from internal staff.

Documentation: Number of new/updated Knowledge Base articles.