IT Support Specialist

We are seeking a highly capable and service-oriented IT Support Specialist to join our team. In this role, you will serve as the frontline resource for end-user technical support, ensuring the stability, security, and reliability of our internal IT systems and infrastructure. The ideal candidate should possess excellent communication and problem-solving skills, a strong technical background, and a passion for delivering top-notch customer service.

Responsibilities

End-User Support

· Provide timely and effective technical assistance to employees via in-person support, phone, email, and remote tools.

· Troubleshoot and resolve hardware, software, and system issues while maintaining clear communication with end-users.

· Manage and prioritize help desk tickets to ensure prompt resolution and accurate documentation.

· Escalate complex issues appropriately while maintaining ownership through resolution.

Microsoft & Systems Administration

· Support and administer core Microsoft 365 services, including Outlook, Teams, SharePoint, and related tools.

· Manage user accounts, permissions, and group policies within Windows Active Directory.

· Assist with basic networking tasks and troubleshooting, collaborating with senior IT staff or vendors when necessary.

· Support ERP system access, user provisioning, and issue troubleshooting.

Hardware & Asset Management

· Install, configure, and maintain desktops, laptops, printers, scanners, and other devices.

· Maintain accurate inventory records of IT hardware and software licenses.

· Manage equipment lifecycle processes, including procurement, deployment, replacement, basic repair, and decommissioning.

Onboarding & Offboarding

· Lead the technical onboarding process for new employees, including account setup, hardware provisioning, access configuration, and training.

· Ensure timely and secure offboarding procedures, including access revocation and equipment recovery.

Cybersecurity & Compliance

· Execute company cybersecurity training initiatives and promote employee awareness of best practices.

· Support enforcement of data security standards, patch management, and endpoint protection measures.

· Monitor for security risks and escalate concerns appropriately.

· Contribute to the ongoing development and strengthening of our cybersecurity framework.

Documentation & Continuous Improvement

· Maintain clear documentation of systems, processes, and recurring technical issues.

· Identify opportunities to improve workflows, system reliability, cybersecurity, and user experience.

· Contribute to internal IT process refinement and operational efficiency.

Preferred Qualifications

Technical Skills

· Experience working with ticketing systems, remote tools, and structured helpdesk workflows.

· Solid understanding of desktop operating systems, hardware troubleshooting, and software support.

· Understanding of networking concepts; familiarity with Fortinet environments is a plus.

· Strong working knowledge of Microsoft 365 and Windows environments, including administration, user and policy management, and general platform support.

· Familiarity with ERP systems and enterprise application support is a plus.

Experience & Education

· Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).

· Proven experience in an IT support or help desk role with direct end-user interaction.

· Certifications such as CompTIA A+, Network+, Security+, or relevant Microsoft certifications are a plus.

Professional Attributes

· Strong communication and problem-solving skills, with the ability to translate technical concepts into clear, practical guidance.

· High attention to detail and strong organizational habits.

· Service-oriented mindset with a sense of ownership and accountability.

· Ability to remain calm and effective in a fast-paced operational environment.

· Interest in cybersecurity and long-term professional growth within IT systems and security.