IT Support Specialist

Key Responsibilities

• Provide advanced technical support for Windows 11, Microsoft 365, and associated productivity tools.
• Diagnose and resolve complex hardware, software, and connectivity issues with minimal disruption to business operations.
• Ensure all support interactions result in a positive, high-quality user experience.
• Familiarity with basic networking (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).
• Demonstrated ability to troubleshoot and resolve common hardware/peripheral issues (e.g., printers, docking stations, keyboards, monitors).
• Maintain, troubleshoot, and optimize complex conference room systems, including Microsoft Teams Rooms, A/V hardware, and integrated peripherals.
• Partner with Facilities and third-party vendors to support reliable video conferencing experiences for local and remote participants.
• Develop and maintain documentation for conference room standards and configurations.
• Collaborate with Technology Operations team members and third-party vendors to ensure endpoint compliance with corporate standards, security policies, and Zero Trust principles.
• Coordinate with third-party vendors to support hardware maintenance, escalations, and on-site installations.
• Participate in cross-team projects involving endpoint management, software deployments, and user experience initiatives.
• Occasional after-hours or on-call support coverage.

Job Qualifications

• 1-4 years of experience in desktop or end-user support within a Microsoft-focused environment.
• Strong knowledge of Windows 11, Microsoft 365, Teams, SharePoint, and OneDrive.
• Experience supporting and maintaining Microsoft Teams Rooms and modern A/V systems.
• Solid understanding of endpoint management and imaging tools such as Intune, SCCM, Endpoint Central, Smart Deploy, or equivalent.
• Relentless commitment to service excellence by providing a white-glove experience, proactively supporting colleagues and clients, and taking ownership of issues through to resolution.
• Proven ability to communicate effectively and empathetically with users of varying technical skill levels remotely and in-person.
• Strong organizational and problem-solving skills with a customer-first mindset.
• Experience using ITSM/ticketing systems to manage, document, and track support requests.
• Familiarity with mobile device setup and management (iOS/Android) including email, MFA, and Google Play/App Store.