IT Support Specialist I

Duties and responsibilities

• Troubleshoot hardware incidents in computers, peripherals, and networking (LAN and WAN).
• Install and configure new hardware and software for end users.
• Work closely with other IT engineers and service desk associates.
• Diagnose and resolve software incidents across operating systems, Microsoft 365, and a range of business applications.
• Partner with ISPs and telecom providers to ensure they adhere to agreed SLAs.
• Communicate effectively with team members and across all levels of the organization (R&D, Sales, etc.), escalating to senior IT team members when necessary.
• Take ownership of L1 and L2 issues, restoring service as quickly as possible while accurately recording, updating, and documenting requests in the IT service desk system.
• Follow up with users to confirm issues are fully resolved.
• Provide feedback on processes and recommend areas to improve.
• Work onsite 5 days a week during business hours, with after hours and weekend support on an as needed basis.

Qualifications

• Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) in an end user environment.
• Hands on experience with Microsoft Intune for device management and user provisioning.
• Comfortable handling daily account operations including new user setup, MFA resets, and password resets.
• Hands on experience troubleshooting IT hardware (laptops, desktops, monitors, peripherals) and operating systems (Windows, macOS).
• Associate's degree, or 2+ years of IT experience in lieu of a degree.

Preferred qualifications

• Bachelor's degree in Computer Science, Networking, IT, or a related field.
• Active Directory experience (user and group management, hybrid identity).
• Microsoft 365 admin center experience (license management, admin tasks).
• Familiarity with security tooling (2FA/IAM platforms, malware and phishing remediation).
• Networking concepts (VoIP, routing, DHCP, DNS, TCP/IP).
• IT related certifications (ITIL, CompTIA, Microsoft, AWS, etc.).
• Exposure to AI tools like Claude or ChatGPT in a service desk context (Kaseya is actively working in this area).