Senior IT Support Specialist

Associate’s degree in IT, Computer Science, or equivalent experience
4+ years of experience in IT support or help desk roles
Strong working knowledge of Mac OS, Google Workspace, and common office software
Excellent customer service and communication skills
Ability to prioritize and manage multiple requests
Familiarity with basic networking concepts (e.g., routers, firewalls, Wi-Fi troubleshooting)
Familiarity with standardizing software updates using a device management platform
Experience with Access Management

Serve as the first point of contact for IT-related questions and issues
Diagnose and resolve hardware, software, and connectivity problems
Set up and maintain workstations, laptops, and mobile devices (primarily macOS)
Log and track support requests in the ticketing system with timely updates
Monitor and maintain computer systems, networks, and device security
Install, update, and manage software using device management platforms
Assist with network maintenance, troubleshooting, and access management
Maintain an accurate inventory of hardware, software, and licenses
Track IT expenses and assist with basic budgeting
Coordinate with vendors for repairs, renewals, and escalations
Document IT procedures and maintain user-friendly knowledge base resources
Provide onboarding and offboarding support, including account setup
Deliver basic training and support for tools like Google Workspace, Slack, and Zoom
Create and maintain clear how-to guides and technical documentation
Communicate technical information clearly to non-technical staff