IT Support Specialist

Key Responsibilities

• Provide Level 2 and Level 3 support and installation for desktops, laptops, mobile devices, printers, scanners, and peripherals
• Install, configure, and maintain Windows and macOS operating systems
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint
• Diagnose and resolve complex hardware, software, and performance issues
• Troubleshoot office LAN, Wi-Fi, VPN, and network-connected devices, including printers
• Support and coordinate configuration of network devices (switches, access points, firewalls) in collaboration with infrastructure teams
• Serve as the local IT point of contact during network outages or connectivity incidents
• Provide advanced support to report users, including access management and troubleshooting reporting platforms
• Work with application, ERP, and data teams to resolve reporting or data access issues
• Provide support to employees and QAD users to troubleshoot and resolve system issues impacting business operations in a timely manner
• Serve as an escalation point for complex incidents and recurring issues
• Ensure incidents and service requests are resolved within defined service levels (SLA’s) using the IT ticketing system
• Perform root cause analysis and recommend permanent solutions
• Maintain high-quality technical documentation and knowledge base articles
• User Access, Asset & Compliance Management
• Manage Active Directory and Microsoft 365 user accounts, groups, and permissions
• Lead onboarding and offboarding IT on-site activities
• Maintain accurate IT asset inventory and lifecycle management
• Support audit, compliance, and internal control activities (SOX, IT policies)
• Participate in IT projects, system rollouts, and technology refresh initiatives
• Proactively identify opportunities to improve IT support processes and user experience
• Provide after-hours or on-call support for critical incidents when required

Skills, Knowledge, And Ability Requirements

• 5+ years of experience in IT support, desktop support, or service desk roles
• Bachelor’s degree or technical degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Advanced experience supporting end-user hardware and peripherals
• Strong knowledge of WindowsOS, macOS, and Microsoft 365
• Intermediate networking knowledge (TCP/IP, DNS, DHCP, VPN)
• Experience with Intune and identity / access management
• Experience with ITSM tools (ServiceNow, Freshservice, Jira, Zendesk, Entra)
• Excel, Power BI, and business reporting tools
• Experience supporting ERP or business systems (SAP, Oracle, NetSuite, Dynamics)
• Willingness and availability to respond in exceptional cases of urgency to assure the systems operation
• Strong analytical and troubleshooting skills
• Strong sense of ownership and accountability
• IT certifications such as CompTIA A+, Network+, ITIL Foundation, or similar a plus