IT Specialist

Accountabilities:: Serve as a first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone. Troubleshoot and resolve Tier 1 issues involving Windows and macOS devices, hardware, software, Microsoft 365, connectivity, VPN, remote access, and user permissions. Assist with selected Tier 2 issues under the guidance of experienced team members, documenting diagnoses, actions taken, and outcomes. Assess issue impact and urgency, work within service expectations, communicate timely updates, and escalate unresolved, high-impact, or security-sensitive issues through established channels. Provide courteous, patient, professional, and discreet technical support to employees at all levels, including executives and users handling sensitive information. Support employee onboarding by preparing devices, coordinating account creation, enrolling multifactor authentication, and confirming day-one technology readiness. Complete offboarding activities, including approved account actions, asset recovery, and license reclamation. Process approved identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes. Track equipment assignments, returns, shipments, and device reimaging using Snipe-IT or the designated asset management platform. Work with Human Resources, IT leadership, and business teams to maintain accurate records and audit trails for access changes. Participate in structured cross-training with Cybersecurity and Information Security teams while following access governance, change control, data handling, and incident escalation procedures. Recognize and report suspicious activity, including phishing attempts, unusual access behavior, and potentially compromised devices, using established procedures. Create and maintain troubleshooting documentation, knowledge articles, FAQs, and quick-reference guides. Use approved AI-enabled automations in support workflows, reviewing outputs for accuracy, security, and appropriate handling before taking action. Identify repetitive processes that could benefit from self-service or automation and provide practical feedback as new workflows are introduced. Participate in service reviews, identify recurring issues, and recommend improvements that strengthen employee support and operational readiness. Requirements Approximately 1–2 years of experience in IT support, help desk, desktop support, or comparable hands-on technical work. Foundational knowledge of Windows or macOS, Microsoft 365, Teams, remote support tools, identity and access concepts, and basic network troubleshooting. Ability to diagnose technical issues methodically, explain solutions and next steps in clear language, and confirm that issues are resolved effectively. Strong service orientation, with empathy, patience, professionalism, and respect for users with different levels of technical experience. Clear written and verbal communication skills, including the ability to create accurate ticket documentation and concise user-facing instructions. Sound judgment when prioritizing requests, protecting confidential information, following procedures, and determining when escalation is appropriate. Curiosity, adaptability, and a strong interest in developing skills in IT automation, information security, and modern IT operations. Experience with an IT service management or ticketing platform such as Freshservice, ServiceNow, or Jira Service Management is preferred. Familiarity with Intune, Jamf, Entra ID, or comparable endpoint and identity management tools is preferred. Working knowledge of Wi-Fi, VPN, DNS, and remote-access troubleshooting is preferred. Awareness of ITIL practices and foundational security principles such as least privilege, multifactor authentication, and phishing prevention is preferred. CompTIA A+, ITIL Foundation, Security+, or another relevant entry-level certification is preferred, as is an active interest in pursuing certification. Willingness to participate in structured training, mentoring, and cross-functional learning opportunities. Benefits Contract position with a full-time workload of 40 hours per week . Compensation of $25–$27.50 per hour . Fully remote work arrangement within the United States. Structured training and hands-on mentoring to support technical and career development. Opportunities to pursue relevant IT certifications. Cross-training and broader exposure to Information Security and Cybersecurity. Medical, dental, and vision insurance options for eligible full-time employees. Health Savings Account (HSA). 401(k) plan with company matching. Paid time off and vacation support. 12 weeks of paid family bonding leave for eligible employees. Short-term and long-term disability coverage. Supplemental life and AD&D insurance. Critical illness, injury, and hospital insurance. Opportunities to develop skills in automation, AI-enabled support workflows, and modern IT operations.