The IT Support Specialist is responsible for day-to-day technical support and maintenance of our IT infrastructure. This role includes incident resolution, user support, documentation upkeep, and collaboration on cross-functional IT projects.

• Respond promptly to incoming support tickets, messages, and emails, and diagnose and resolve issues in accordance with SLA targets.
• Troubleshoot and resolve software, operating system, hardware, peripheral, and network issues.
• Support Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, Entra ID, and Intune.
• Maintain and update documentation for IT processes, system configurations, and support procedures.
• Handle user lifecycle management tasks (provisioning, deprovisioning, permissions changes, etc.).
• Set up, configure, and image desktops, laptops, and mobile devices for new hires and existing employees.
• Adhere to security policies, data protection standards, and change management procedures.
• Monitor and investigate IT security alerts, document findings and escalate suspected security incidents.
• Identify and remediate system vulnerabilities; manage user identities, access rights, and authentication systems.
• Escalate complex incidents to senior administrators and participate in IT projects as needed.
• Perform other duties as assigned.

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Strong problem-solving and analytical skills.
• Excellent time-management skills; able to meet promised response and resolution times.
• Ability to multitask and prioritize multiple tickets simultaneously.
• Team-oriented with the ability to work independently when required.
• Comfort with remote collaboration tools (video conferencing, instant messaging, etc.).

Qualifications

• Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent experience. (Required)
• CompTIA A+, Network+, or equivalent entry-level certification. (Preferred)
• Minimum of two years of hands-on technical support experience. (Required)
• Experience with ITSM tools such as FreshService, ServiceNow, or Jira Service Management. (Required)
• American Sign Language (ASL) proficiency. (Preferred)