IT Support Specialist

Bachelors degree or equivalent experience
3+ years of IT support or service experience
Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical users
Experience with ticketing systems and managing ticket backlog
Experience supporting and troubleshooting Microsoft 365, Active Directory, and Windows operating systems environments
Experience troubleshooting PC hardware issues, basic IP network functionality, and networking hardware such as wireless controllers, access points, and switches
Experience using remote management tools
Experience with setting up A/V equipment and provide tech support for meetings and company events
Ability to work independently and as part of a team in a fast-paced environment
Flexibility for occasional on-call work on evenings, weekends, or holidays
Certifications in ITIL, CompTIA A+, and Microsoft

Provide hardware and software support to users with varying technical abilities in a timely manner with a mind for excellent customer service
Perform triage and assessment for tickets, including prioritization of work and when to escalate to proper technical team
Assist with onboarding, setup, configuration, support, and maintenance of desktops, laptops, mobile devices, peripherals, and more
Escalate issues that require input or assistance from other team members
Work with our System Security and Network Engineering teams to support networking issues, connectivity, VPN, and Wi-Fi troubleshooting
Provide education, service, and support to end-users from a variety of departments including engineering, business, and more
Help refine processes and guides for use by other IT team members or general staff
Provide input to improve IT services and company practices
Writing technical Standard Operating Procedures (SOPs) and non-technical end user documents
Contribute to the improvement of IT operations including processes development, documentation, and asset inventory

No preferred qualifications provided.