IT Support Specialist

About the role

We are seeking an IT Support Specialist to provide Level 1 and Level 2 technical support for internal users in a modern, cloud-first environment. This role supports day-to-day IT operations, troubleshooting, and end-user enablement while working within established processes and service management practices.

Responsibilities

• Provide Level 1 and Level 2 support for end users via Jira Service Management.
• Troubleshoot and resolve hardware, software, and access issues across Windows and macOS devices.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Triage, prioritize, and resolve tickets according to SLAs, defined workflows, and support best practices.
• Escalate issues appropriately with clear documentation, including troubleshooting steps and context.
• Provision and support endpoints, including onboarding and offboarding activities.
• Aid in user access, permissions, and identity-related issues.
• Contribute to and maintain technical documentation and knowledge articles.
• Follow ITIL-aligned practices for incident, request, and problem management.
• Participate in continuous improvement of IT support processes and workflows.

Qualifications

• 2+ years of experience in an IT support/helpdesk role.
• Experience working within a structured ticketing system and SLAs.
• Experience supporting both Level 1 and Level 2 issues is preferred.
• Relevant IT certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft, Google IT Support) strongly preferred.
• Strong working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Strong working knowledge of Windows 10/11 and macOS; ability to troubleshoot hardware and software issues.
• Experience supporting identity, access, and permissions (e.g., account access, group membership, MFA/password resets as applicable).
• Experience working within structured ticketing workflows, including queues, SLAs, and documentation standards.
• Jira Service Management experience as an agent (required); familiarity with Jira and/or Confluence in an operations/support context.
• Familiarity with endpoint management tools such as Intune (Windows) and Jamf (macOS).
• Strong troubleshooting, communication, and customer service skills; able to explain technical topics clearly.
• Excellent organizational skills and attention to detail.
• Demonstrate a positive attitude and respectful, professional customer service.