IT Support Specialist

Position Overview

Our client is seeking a reliable and motivated Tier 1 / Tier 2 IT Support Specialist to provide day-to-day technical support in a fast-paced, primarily remote user environment. This role is ideal for a proactive, self-starting professional who takes ownership of issues, communicates effectively, and presents themselves with a high level of professionalism.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for end users across a Microsoft-based environment
• Image, configure, and deploy laptops for new hires and replacements
• Troubleshoot hardware, software, and connectivity issues for remote users
• Perform password resets and user account support within Active Directory and Microsoft tools
• Manage and resolve tickets through a third-party ticketing system, ensuring timely updates and resolution
• Deliver excellent customer service and clear communication to end users
• Support Microsoft technologies including Windows OS, Office 365, and related tools
• Absorb and assist with onboarding/offboarding processes for employees
• Occasionally participate in IT projects such as system upgrades, device rollouts, and process improvements
• Maintain accurate documentation of issues, resolutions, and procedures

Qualifications

• 2–5 years of experience in IT support (Tier 1 / Tier 2 environment)
• Strong experience in a Microsoft-centric environment (Windows, Office 365, Active Directory)
• Experience supporting a remote workforce preferred
• Familiarity with ticketing systems (experience with ManageEngine is a plus)
• Hands-on experience with laptop imaging and deployment
• Solid troubleshooting and problem-solving skills

Soft Skills & Attributes

• Reliable, dependable, and accountable
• Self-starter with a proactive mindset
• Strong communication and interpersonal skills
• Professional demeanor with impeccable presentation skills
• Ability to manage multiple priorities and work independently

Nice to Have

• Experience with ManageEngine or similar IT service management tools
• Exposure to basic networking concepts