IT Support

IT Support SpecialistThe IT Support Specialist provides first-line technical assistance and exceptional customer service toemployees across the organization. This role is responsible for resolving common hardware, software,and access-related issues, managing user requests, and escalating complex incidents to systemadministrators or specialized application teams as needed. Strong troubleshooting ability, excellentcommunication skills, and a proactive approach to improving IT support processes is neededKey Responsibilities● Serve as the primary point of contact for IT-related inquiries and incidents.● Diagnose and resolve user issues related to login, access, connectivity, and device performance.● Manage password resets, user provisioning, and access requests in accordance with establishedpolicies.● Accurately document issues, resolutions, and escalation steps within the ticketing system (e.g.,Jira Service Desk).● Track and manage support tickets to ensure timely resolution and high user satisfaction.● Escalate complex issues to appropriate system owners, administrators, or developers withcomplete diagnostic details.● Provide user guidance, walkthroughs, and training on common applications and tools.● Support hardware and software troubleshooting for operating systems, SaaS platforms,networking, VoIP, and office infrastructure.● Create and maintain knowledge base articles and internal documentation to promote self-serviceand knowledge sharing.● Collaborate with IT team members to continuously improve processes, reduce incident volume,and enhance user experience.Qualifications● 3+ years of hands-on experience supporting macOS and Windows operating systems.● Proficiency with remote support tools and endpoint management platforms (e.g., MDM solutions).● Familiarity with Salesforce, NetSuite, and other SaaS business applications.● Experience managing G Suite (Google Workspace), Okta, Slack, and Jira Softwareenvironments.● Strong communication, documentation, and customer service skills.● Ability to support both onsite and remote employees across multiple time zones.