Job Description

Job Description

The IT Support Specialist owns end-user technical troubleshooting, support, and issue resolution, ensuring smooth technology operations across the organization. This role influences overall productivity by managing hardware and software support, supporting IT projects, and facilitating clear communication between support teams and users.

Key Responsibilities

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• Respond promptly to user inquiries via phone, email, or walk-in, troubleshooting issues related to hardware, software applications, and network connectivity.
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• Provide first- and second-tier support for desktops, laptops, mobile devices, printers, and peripherals; escalate complex issues to specialized technical teams.
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• Document, prioritize, and track support tickets using ticketing systems such as ServiceNow, Jira, or similar platforms.
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• Assist with scheduling, planning, testing, and executing hardware and software rollouts, upgrades, and migrations.
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• Stay updated on industry trends, new technologies, and internal support procedures through ongoing training, workshops, and knowledge sessions.
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• Take ownership of escalated issues to ensure timely resolution, user satisfaction, and follow-up as needed.
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• Support remote and onsite users across multiple locations, providing consistent technical assistance.
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• Participate in after-hours support, including extended, weekend, or holiday shifts, as required.
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Core Qualifications & Requirements

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• 3-5 years of help desk, IT support, or technical support experience, ideally in professional services, corporate, or legal environments.
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• Hands-on proficiency with Microsoft Office 365 Suite, Windows 10, Adobe Acrobat, MobileIron, Citrix Virtual Apps and Desktops, Duo Mobile, iManage, Lenovo laptops, HP desktops, printers, and remote support tools.
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• Experience supporting remote office users and mobile/end-user devices is preferred.
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• Excellent customer service skills with a patient, detail-oriented approach.
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• Proven ability to manage multiple support requests, prioritize tasks effectively, and meet deadlines independently.
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• Strong written and verbal communication skills, with a professional, collaborative demeanor.
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• Reliable, self-motivated, and resourceful with a disciplined work ethic.
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Nice-to-Have Qualifications

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• Experience with ChangePro and support for iOS devices.
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• Knowledge of network protocols, cybersecurity best practices, and enterprise support tools.
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Core Technical Skills

Microsoft Office 365, Windows 10, Adobe Acrobat, MobileIron, Citrix Virtual Apps and Desktops, Duo Mobile, iManage, Lenovo laptops, HP desktops & printers, remote support software, Ticketing systems (ServiceNow, Jira).

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