IT Support Specialist

About the role

The IT Support Specialist provides technical assistance to end‑users in a 24 × 7 environment, ensuring minimal downtime and high system availability. You will troubleshoot hardware, software, and network issues while delivering excellent customer service.

Key responsibilities

• Respond to and resolve support tickets via phone, email, or ticketing system.
• Troubleshoot hardware (laptops, desktops, peripherals) and software (Microsoft Office, Windows, Linux).
• Manage user accounts, password resets, and access permissions using JumpCloud and Active Directory.
• Monitor network connectivity, VPN, and overall system performance.
• Escalate complex problems to senior staff or vendors when necessary.
• Document resolutions and maintain a knowledge‑base for recurring issues.
• Support both remote and on‑site users, ensuring swift issue resolution.
• Verify and update system configurations such as IP settings, browser issues, and proxy settings.
• Coordinate hardware repairs and service issues with third‑party vendors.
• Ensure compliance with IT policies and security standards.

Required profile

• Associate or Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 1‑2 years of help‑desk or technical support experience.
• Strong problem‑solving abilities and clear communication skills.
• Willingness to work rotating 24 × 7 shifts, including nights, weekends, and holidays.

Required skills

• Windows operating system
• Microsoft Office (2024 or 365) and Microsoft 365
• Linux fundamentals
• JumpCloud and Active Directory
• ServiceNow or similar ticketing system
• VPN configuration and troubleshooting
• Network troubleshooting, IP configuration, proxy settings
• Hardware support for laptops, desktops, and peripherals
• Basic familiarity with CrowdStrike and SharePoint