IT Support Specialist – End‑User Technical Support

About the role

We are looking for a customer‑focused IT Support Specialist to provide day‑to‑day technical assistance to employees across the United States. You will troubleshoot hardware, software, network and system issues while ensuring a high level of satisfaction.

Key responsibilities

• Deliver technical support via phone, email, chat and ticketing platforms.
• Diagnose and resolve issues related to desktops, laptops, printers, mobile devices and peripherals.
• Manage user accounts, permissions and access using Active Directory and other identity tools.
• Support Microsoft 365, email, collaboration tools and business applications.
• Monitor, prioritize and close support tickets in line with SLA commitments.
• Document incidents, resolutions and standard operating procedures.
• Escalate complex problems to senior IT staff or specialized teams.
• Assist with asset management, software deployments and system upgrades.
• Promote security best practices and contribute to cybersecurity initiatives.

Required profile

• Associate’s or Bachelor’s degree in IT, Computer Science or related field, or equivalent experience.
• 1–3 years of experience in IT support, help‑desk or technical support.
• Strong troubleshooting and problem‑solving abilities.
• Excellent customer service and communication skills.

Required skills

• Windows operating systems
• Microsoft 365
• Active Directory
• Ticketing systems (ServiceNow, Jira Service Management, Zendesk)
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Hardware setup and maintenance (desktops, laptops, printers, mobile devices)
• Basic knowledge of Azure, Intune and endpoint management (preferred)
• CompTIA A+, Network+, Microsoft certifications (preferred)