IT Service Specialist

Summary Of Key Responsibilities

• Provide Tier 1 (On-site) and 2 technical support for escalated issues involving laptops, mobile devices, email, and enterprise applications.
• Troubleshoot and resolve authentication, access, and device-related issues (e.g., BitLocker recovery, Outlook/iOS configuration).
• Investigate and diagnose advanced Microsoft365 issues such as missing emails, mailbox inconsistencies, or service interruptions.
• Support users during live issues by gathering diagnostics, screenshots, and logs.

User Provisioning & Access Management

• Cook up and fulfill access requests for enterprise systems (e.g., Microsoft 365, email systems).
• Partner with business and/or IT stakeholders to understand access requirements and ensure appropriate provisioning.
• Collaborate with your leader to continuously improve onboarding and offboarding execution efficiency.
• Aid in account lifecycle tasks including onboarding, offboarding, updates, and migrations.

Device Lifecycle & Mobility Management

• Support deployment, shipment, and return of corporate devices (laptops, iPhones, iPads).
• Ensure we have agreed levels of hardware inventory to ensure life-cycle demand.
• Provide guidance, migration instructions, and user communications for hardware rollouts.
• Manage device-related policy enforcement and compliance with established IT operation controls.

IT Migrations & Transformation Initiatives

• Execute and support enterprise transformation projects (Microsoft365 environment).
• Update relevant operations documentation (Work instructions, Architecture, knowledge, etc.).
• Communicate status of assigned actions to relevant leader and take ownership to collaborate on issues with vendors or internal IT.

Communication & User Enablement

• Draft and send targeted communications to employees regarding IT changes, action items, and policies.
• Provide clear instructions for end users during onboarding or transitions (e.g., orientation, device setup, system updates).
• Respond to user inquiries with guidance, troubleshooting steps, and follow-up actions.

Collaboration & Cross-Team Coordination

• Work closely with IT leadership, vendors, and business stakeholders to execute service delivery tasks.
• Participate in IT operational meetings, CAB reviews, and project discussions as a subject matter contributor.

Service Improvement & Documentation

• Create and maintain technical documentation, user guides, and workarounds for common issues.
• Identify opportunities to improve service delivery processes and user experience.
• Aid in training and onboarding new IT staff or contractors.

Required Qualification & Skills

• 4+ years of IT support or service delivery experience.
• B.S. / B.A. in business, computer science or other discipline preferred but not required.
• Experience supporting enterprise environments and migrations.
• Solid understanding of M365 administration, endpoint management, enterprise applications, and troubleshooting tools.
• Relevant certifications (e.g., Microsoft, Azure, Intune, etc.) preferred.
• ITIL Foundation skills preferred.
• Experience in working with users outside the US is preferred.

Pay

The annual base compensation range for this role is $70,000 - $85,000 and is classified as hourly non-exempt. Base Compensation is influenced by many factors including, but not limited to: time in the role, previous experience, skills, knowledge, performance, work requirements, internal equity, and business / economic conditions.