IT Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for IT requests and incidents via Freshservice, email, Teams, and phone.

• Diagnose and resolve Tier 1 hardware, software, Windows, macOS, Microsoft 365, connectivity, VPN, and access issues.

• Assist with specific Tier 2 issues under supervision, documenting diagnoses and outcomes.

• Evaluate impact and urgency, meet service expectations, and provide timely updates.

• Escalate unresolved, high-impact, or security-sensitive issues through established channels.

• Aid in employee onboarding, including device setup, account creation, MFA enrollment, and ensuring day-one readiness.

• Complete offboarding tasks, which include account management, asset recovery, and license reclamation.

• Address identity and access requests such as password resets, MFA enrollment, mailbox permissions, and changes in group memberships.

• Monitor equipment assignments, returns, shipments, and device reimaging within Snipe-IT or the relevant asset management system.

• Engage in cybersecurity cross-training and adhere to access governance, change control, data handling, and incident escalation protocols.

• Identify and report suspicious activities such as phishing attempts, unusual access patterns, and potentially compromised devices.

• Document troubleshooting processes and solutions in the ITSM; create knowledge articles, FAQs, and quick reference guides.

• Utilize approved AI-enabled automations, verify the accuracy and security of outputs, and identify opportunities for self-service or automation.

• Participate in service reviews and suggest enhancements for employee support and operational readiness.

⛳️ Requirements

• Approximately one to two years of experience in IT support, help desk, desktop support, or similar hands-on technical roles.

• Basic knowledge of Windows or macOS, Microsoft 365, Teams, remote support tools, identity and access concepts, and fundamental network troubleshooting.

• Ability to systematically diagnose issues, communicate next steps in clear language, and ensure that the solution aligns with the employee's needs.

• Service-oriented mindset characterized by empathy, patience, professionalism, and respect.

• Strong written and verbal communication skills, including precise ticket notes and succinct user-facing instructions.

• Good judgment in prioritizing tasks, safeguarding confidential information, adhering to procedures, and determining when to escalate issues.

• Curiosity, adaptability, and an interest in automation, information security, and contemporary IT operations.

• Preferred: experience with Freshservice, ServiceNow, or Jira Service Management.

• Preferred: familiarity with Intune, Jamf, Entra ID, or similar endpoint and identity management tools.

• Preferred: practical knowledge of Wi-Fi, VPN, DNS, and remote access troubleshooting.

• Preferred: understanding of ITIL practices and basic security concepts.

• Preferred: CompTIA A+, ITIL Foundation, Security+, or a keen interest in pursuing a relevant certification.

🏝️ Benefits

• Structured training and hands-on mentoring.

• Opportunities to pursue relevant IT certifications.

• Paid Time Off (PTO).

• 12 Weeks of Paid Family Bonding Leave (Maternity and Paternity).

• Medical, dental, and vision benefits.

• Health Savings Account (HSA).

• 401K with company match program.

• Short-Term & Long-Term Disability.

• Supplemental Life and AD&D Insurance.

• Critical Illness, Injury, and Hospital Insurance.