IT Support Specialist

2+ years of experience as 1st or 2nd tier IT Support
Complete understanding of Mac OS X UI and user-configurable settings
Familiarity with Windows 10/11 Enterprise OS, Azure AD, and Intune administration
Understanding of network fundamentals, TCP/IP protocol, and wired and wireless Ethernet networks
Experience administering a user directory service (G Suite or Active Directory)
Operational knowledge of Apple Business Manager (DEP)
Understanding of MDM Jamf, its use, and its technological limitations
Windows Intune/Autopilot configuration and operational knowledge
Experience with AV equipment for meeting rooms (Logitech, Neat, QSC)
Experience with IT asset management systems
Soft skills: High EQ, self-education ability, ability to choose the right tool for the job, candid and polite communication, clear and concise writing, good time management
Aptitudes: Self-sufficiency, proactiveness, curiosity, enthusiasm to learn about IT, strong work ethic, resilience, willingness to build relationships with service users, critical thinking, planning, and analytical abilities

Provide first and second-line technical support to end-users, including troubleshooting and solutions for Mac, Windows, VoIP, video conferencing, and other platforms
Respond to IT service desk requests and provide solutions based on existing documentation
Perform routine maintenance and system checks, manage user accounts and access permissions, and document troubleshooting procedures and solutions
Create and maintain technical documentation
Manage the laptop and desktop lifecycle, including peripheral provisioning and equipment disposal and recycling, following global processes and information security policies
Maintain accurate IT asset records and respond to audit inquiries
Serve as the point of contact for regionally scoped IT services and educate employees about IT processes and self-service options
Support desktop equipment (computers, phones, etc.) by triaging requests, identifying root causes, taking remedial action, and escalating to senior team members when necessary
Manage the technology component of employee onboarding/departure, including laptop setup and equipment distribution
Propose updates to problem-solving documentation when needed
Participate in on-call shifts based on follow-the-sun support within business hours