Technology Support Specialist

Primary Responsibilities

• Provide end-user support: Serve as the primary contact for technical support, promptly resolving hardware, software, network, and system issues through in-person, phone, email, or remote assistance.
• Manage support requests: Track, prioritize, document, and escalate issues using a ticketing system to ensure efficient problem resolution and clear communication.
• Equipment provisioning & maintenance: Configure, deploy, and maintain laptops, mobile devices, peripherals, and conferencing equipment, ensuring all devices are secure, up-to-date, and fully operational.
• User onboarding and offboarding: Manage IT-related onboarding and offboarding processes, including account provisioning, system access, hardware setup, and orientation for new hires.
• Maintain IT inventory: Track, document, and manage hardware and software assets, including ordering equipment and coordinating repairs or replacements as needed.
• Troubleshoot network and connectivity: Diagnose and resolve connectivity issues, including wireless, VPN, printing, and other network-related problems.
• Collaborate with technology team: Partner with developers, engineers, and external providers to escalate complex issues and contribute to technology projects aimed at enhancing infrastructure and systems.
• Support cybersecurity measures: Assist in maintaining cybersecurity standards by ensuring appropriate software patches, updates, antivirus solutions, and security practices are consistently applied.
• End-user training: Provide basic technology training to staff, creating user-friendly documentation and guides to promote self-service resolution and increase overall technical proficiency.
• Continuous improvement: Identify recurring IT issues, recommend solutions, and assist with the implementation of process enhancements to improve efficiency and reliability.

Skills and Qualifications

• Associate degree or higher in Information Technology, Computer Science, or related field preferred; relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
• Experience in IT helpdesk support or similar technical support role.
• Strong knowledge of computer hardware, operating systems (Windows, macOS), mobile devices, and common software applications.
• Familiarity with basic networking concepts and troubleshooting.
• Experience supporting and troubleshooting Wi-Fi networks (including access points, SSIDs, and wireless authentication) is a plus.
• Experience supporting and building workflows with common AI applications (e.g., ChatGPT, Claude) is a plus.
• Excellent interpersonal, communication, and customer service skills.
• Effective organizational abilities, with strong attention to detail and the ability to manage multiple tasks simultaneously.
• Basic understanding of cybersecurity principles and best practices.
• Systems administration experience with the Microsoft 365 ecosystem — including Microsoft Intune (device management), Entra ID (identity and access), App registrations, and Microsoft Graph API — is strongly preferred.