IT Support Specialist

Description

The IT Support Specialist provides first-level technical support for employees, workstations, mobile devices, printers, productivity applications, conference room technology, and related IT services. This role responds to support requests, troubleshoots common hardware, software, connectivity, and account access issues, and helps ensure employees can use technology effectively across all office locations.

Essential Functions

• Provide first-level technical support to employees in person, by phone, through the ticketing system, and using remote support tools.
• Provide installation, configuration, maintenance, troubleshooting, and support for Windows and Mac computers, mobile devices, printers, peripherals, conference room technology, software applications, network connectivity, account access, and related hardware.
• Document incidents, service requests, troubleshooting steps, resolutions, and follow-up actions accurately in the support system.
• Perform standard software installation, updates, application support, and basic Microsoft 365 productivity application troubleshooting.
• Assist with employee onboarding, offboarding, workstation setup, equipment deployment, and access request coordination.
• Escalate complex or recurring issues to appropriate IT team members and assist with follow-up until resolution.
• Coordinate with hardware, software, and service vendors as directed to support issue resolution and warranty/service requests.
• Support video conferencing, meeting room technology, collaboration tools, and remote meeting setup needs.
• Maintain confidentiality and follow security practices when working with user data, credentials, devices, and company systems.
• Assist with endpoint inventory, asset tracking, hardware lifecycle tasks, and basic disaster recovery support activities.
• Serve as a helpful technology resource for employees and contribute to a positive internal customer service experience.
• Travel to other office locations as needed.
• Stay current on supported hardware, software, collaboration tools, security practices, and support procedures.
• Perform other duties as directed.

Requirements

• Coursework, certification, or equivalent experience in information technology, computer science, computer engineering, or related field.
• One or more years of help desk, desktop support, customer support, technical certification, or equivalent experience.
• Experience supporting current Microsoft Windows and Mac operating systems running Microsoft 365 productivity applications.
• Ability to install, configure, troubleshoot, and maintain personal computers, mobile devices, printers, peripherals, and related software.
• Working knowledge of basic networking concepts, including Wi-Fi, TCP/IP, DNS, DHCP, VPN, and LAN/WAN connectivity.
• Understanding of basic computer security practices, data confidentiality, endpoint protection, and safe handling of user access.
• Ability to communicate technical information clearly to non-technical employees.
• Effective verbal and written communication skills.
• Strong customer service, interpersonal, and follow-through skills.
• Ability to learn and support new systems, applications, and support procedures.
• Excellent time management, organization, attention to detail, and problem-solving skills.
• Self-motivated and able to work independently while collaborating effectively with the IT team.

Preferred Qualifications

• Associate degree or bachelor degree in information technology, computer science, computer engineering, or related field.
• Experience in an architectural, engineering, construction, or professional services firm.
• Microsoft, CompTIA or equivalent technical certification.
• Experience using Intune and NinjaOne to deploy and manage Windows and Mac endpoints, along with familiarity with NinjaOne ticketing, Setyl asset management, and remote support tools.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to grasp objects; reach with hands and arms; balance, stop, kneel, or crouch; speak or listen. The employee must occasionally lift and/or carry up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

While performing the duties of this job, the employee is not exposed to hazardous working conditions. The noise level in the work environment is usually moderate.