IT Support Specialist

The IT Support Specialist is a vital member of the IT team, providing advanced technical support to both clients and internal users. This role goes beyond basic troubleshooting by addressing complex issues related to software, hardware, networks, and systems. The specialist ensures smooth IT operations through application configuration, server and network support, and proactive problem resolution. This position requires a strong technical background combined with excellent communication skills to effectively support and maintain client IT environments.

Key Responsibilities
Serve as a secondary escalation point for Tier II IT support, handling mid-level technical issues involving networks and client systems. Conduct root cause analysis to identify and resolve recurring problems, implementing long-term solutions. Escalate complex or critical issues to Tier III support or management when necessary to ensure timely resolution. Manage and maintain client systems, including Active Directory, Microsoft 365, and endpoint devices, ensuring they operate efficiently and securely. Assist with network configurations such as VLANs, VPNs, and firewall rules to maintain secure and reliable connectivity. Set up new workstations for clients, ensuring proper configuration and readiness for use. Oversee regular patching, backups, and endpoint security measures to protect client environments. Support client projects including system upgrades, migrations, and other IT initiatives. Maintain thorough documentation of systems, configurations, and processes to support knowledge sharing and operational continuity. Provide timely and professional support with a client-focused approach, ensuring high levels of customer satisfaction. Assist in creating and updating IT documentation to facilitate team collaboration and service consistency.

Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field. At least 3 years of professional experience in IT support or a similar technical role. Proficiency in Microsoft 365 and Google Workspace environments. Solid understanding of networking concepts including TCP/IP, VLANs, VPNs, DNS, and DHCP. Experience with Microsoft Windows Server and Active Directory administration. Knowledge of endpoint management, antivirus solutions, and patch management processes. Strong analytical and problem-solving skills with the ability to troubleshoot moderate technical issues independently. Effective communication skills, capable of engaging with both technical and non-technical stakeholders. Excellent organizational skills with attention to detail and a client-focused mindset. Demonstrated ability to quickly learn and adapt to new technologies and tools.

Work Location
This position requires in-person attendance at the designated worksite.

This role offers the opportunity to work in a dynamic and fast-paced environment where technical expertise and customer service are highly valued. The IT Support Specialist will play a key role in maintaining reliable IT infrastructure and delivering exceptional support to clients, contributing directly to the success and satisfaction of the organization’s technology users.