IT SUPPORT SPECIALIST

Core Responsibilities

• Tier 1 & 2 enduser support. Serves as the first point of contact for IT support requests across assigned OpCos via ZenDesk — troubleshooting hardware, software, M365 applications, account access, and connectivity issues.
• Solves Tier 1 issues independently and escalates Tier 2/3 to Cloud Engineers with full documentation.
• ZenDesk ticket management. Logs, categorizes, prioritizes, and updates all support requests in ZenDesk. Maintains SLA compliance on assigned tickets and contributes to queue hygiene across the team.
• Identifies repeat issues and flags patterns to the IT Operations Manager for root cause resolution.

Onboarding and Offboarding

• Executes the enduser onboarding and offboarding workflow — device imaging and configuration, M365 account setup, application provisioning, equipment shipping or collection, and access confirmation.
• PARTNERS WITH HR TO HIT ONBOARDING SLAS ACROSS ALL OPCOS AND OFFICES.

Device Management Support

• Manages day-to-day device lifecycle tasks — equipment inventory tracking, Intune device enrollment, loaner device management, and coordination of hardware repairs or replacements.
• Maintains accurate asset records across all 12 offices.

Account and Access Management

• Handles routine identity requests — password resets, MFA setup and troubleshooting, account unlocks, and distribution group changes — within approved Cloud Engineerset guardrails in Entra ID.

Office and Remote Site Support

• Provides remote support to all 12 offices and travels to sites as needed for equipment deployments, refresh cycles, or onsite troubleshooting.
• Documents sitespecific configurations and known issues.

Documentation and Knowledge Base

• Creates and maintains ZenDesk knowledge base articles, IT FAQs, and enduser howto guides.
• Contributes to reducing repeat ticket volume by improving self-service resources.

Vendor Coordination

• Interfaces with hardware vendors, ISPs, and the MSP for procurement, shipping logistics, and breakfix dispatch.
• Tracks open vendor tickets and follows up to resolution.