IT Support Specialist

About the role

The IT Support Specialist provides first‑line technical assistance to end‑users in a 24 × 7 environment. You will troubleshoot hardware, software and network issues, ensuring minimal downtime and high user satisfaction.

Key responsibilities

• Respond to and resolve support tickets via phone, email, or ticketing system.
• Troubleshoot hardware (laptops, desktops, peripherals) and software (MS Office, Windows, Linux).
• Manage user accounts, including password resets and access permissions in 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.
• Provide support to both remote and on‑site users, minimizing downtime.
• Verify and update system configurations such as IP settings, browser issues, and proxy settings.
• Coordinate with third‑party vendors for hardware repairs or service issues.
• Ensure compliance with company 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.
• Ability to work in a rotating 24 × 7 roster, including nights, weekends and holidays.
• Strong problem‑solving and communication skills.

Required skills

• Windows operating system
• Microsoft Office 2024/365
• Linux operating systems
• VPN configuration and troubleshooting
• ServiceNow ticketing system
• CrowdStrike cybersecurity tool
• SharePoint and Microsoft 365 cloud platforms
• JumpCloud directory services
• Active Directory
• IP configuration and proxy settings