IT Support Specialist

Key Responsibilities

• Provide onsite IT support and serve as the primary point of contact for end-user technical issues.
• Troubleshoot hardware, software, and operating system issues for Apple macOS and Windows laptops and desktops.
• Image, configure, deploy, and maintain laptops and desktops using MDM and endpoint management tools such as JAMF, BigFix, and AirWatch.
• Provision user accounts and administer enterprise applications, including Okta, Google Workspace, and other business software.
• Install, deploy, and support software for end users.
• Support conference room and audiovisual technologies, including Google Meet, projectors, audio/video conferencing, and meeting room equipment.
• Assist with AV setup for internal meetings and company events.
• Respond to and resolve support requests through the IT ticketing system as well as in-person support.
• Manage hardware and software inventory, including asset tracking and lifecycle management.
• Perform basic networking troubleshooting involving Wi-Fi, switches, and connectivity issues.
• Escalate issues appropriately while maintaining clear communication and ensuring a positive customer experience.
• Document solutions, procedures, and knowledge articles as needed.

Required Qualifications

• 2-3+ years of experience in an IT Support, Desktop Support, or Help Desk role.
• Experience supporting both macOS and Windows environments.
• Hands-on experience administering Apple devices using enterprise management tools such as JAMF.
• Experience imaging, deploying, and managing endpoint devices using MDM solutions (JAMF, BigFix, AirWatch, or similar).
• Familiarity with identity and access management tools such as Okta and Google Workspace.
• Experience working with IT ticketing systems and knowledge management platforms (Service Desk, Jira Service Management, Confluence, or similar).
• Basic to intermediate networking knowledge, including Wi-Fi, switches, TCP/IP, and connectivity troubleshooting.
• Strong troubleshooting, critical thinking, and problem-solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Ability to lift and move equipment weighing up to 50 pounds as needed.

Preferred Qualifications

• Experience supporting conference room AV technologies and video conferencing solutions.
• Familiarity with ITIL processes and best practices.
• Experience working in a fast-paced, high-growth technology environment.

Benefits

We offer comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

About the Role

This role is ideal for someone who thrives in a fast-paced environment, enjoys solving technical challenges, and is passionate about delivering an exceptional end-user support experience.