Senior IT Support Specialist

Key Responsibilities

• Resolve technical issues involving desktops, laptops, conference room systems, email, onboarding requests, and VPN connectivity.
• Maintain, support, and upgrade existing hardware and software environments.
• Install, configure, and tailor new hardware and software solutions to meet user and business needs.
• Diagnose and resolve desktop, communication, and configuration issues; perform root cause analysis on recurring problems and implement preventative solutions.
• Investigate and troubleshoot complex hardware and software issues, ensuring prompt and effective resolution.
• Support end users with advanced software functionality and resolve escalated issues from the helpdesk.
• Provide phone and email assistance for inquiries escalated by the Helpdesk team.
• Act as a point of escalation for technical issues, delivering hands-on troubleshooting when required.
• Partner with other IT teams to address complex challenges and contribute to cross-functional initiatives.
• Participate in an on-call rotation to support critical incidents outside of standard business hours.
• Maintain detailed documentation of incidents, solutions, and troubleshooting procedures.
• Work with vendors and third-party providers to resolve advanced product-related issues.
• Ensure proper setup, configuration, and ongoing maintenance of IT systems and equipment across corporate and remote locations.
• Stay current on emerging technologies and industry best practices to enhance team effectiveness.
• Oversee and track IT asset inventory, including hardware and software licenses, ensuring compliance with company policies.
• Aid in developing and refining IT policies, procedures, and standards.
• Communicate clearly and effectively with end users, team members, and stakeholders to ensure timely resolution of issues.
• Collaborate with IT leadership to support the development and execution of IT strategies and policies.
• Participate in or lead bridge calls for urgent or high-priority incidents when needed.

Qualifications

• 4-6 years of hands-on experience in IT support, desktop support, or a similar technical support role
• Associate degree or equivalent combination of education and experience
• Strong experience supporting Windows 10/11 in an enterprise environment
• Proficiency with Microsoft 365, including user support, configuration, and troubleshooting
• Experience with Active Directory, including user account management, permissions, and access control
• Demonstrated ability to troubleshoot and resolve issues related to:
• Desktops and laptops
• VPN connectivity
• Email systems
• Printers and conference room technologies
• Solid understanding of hardware diagnostics, repair, and deployment
• Experience using ITSM / ticketing tools (e.g., Freshservice, ServiceNow, or similar)
• Ability to support both on-site and remote users in a hybrid work environment
• Strong problem-solving and analytical skills with the ability to perform root cause analysis
• Excellent communication and customer service skills, with the ability to support users at all levels of the organization
• Comfortable working in a fast-paced environment, managing multiple priorities
• Willingness to participate in an on-call rotation
• Experience supporting executive-level users
• Nice to have:
• Experience supporting Citrix or other VDI environments
• Basic knowledge of networking concepts, including connectivity troubleshooting and cabling
• Exposure to ITIL or IT service management frameworks
• Familiarity with IT asset management and lifecycle tracking
• Experience working with vendors and third-party support teams
• Experience contributing to IT documentation, policies, or process improvements