IT Specialist

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

📋 Description

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

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

• Assist with select Tier 2 issues under supervision and document diagnoses and outcomes.

• Evaluate impact and urgency, meet service expectations, and keep employees updated.

• Escalate unresolved, high-impact, or security-sensitive matters to IT leadership and the appropriate Security, Engineering, or managed service teams.

• Facilitate employee onboarding by preparing devices, coordinating account creation, enrolling MFA, and ensuring day-one readiness.

• Complete offboarding tasks, including account actions, asset recovery, and license reclamation.

• Handle identity and access requests, such as password resets, MFA enrollment, mailbox permissions, and group membership adjustments.

• Monitor equipment assignments, returns, shipments, and reimaging in Snipe-IT or the designated asset management system.

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

• Identify and report phishing attempts, unusual access behavior, and potentially compromised devices.

• Document troubleshooting steps and solutions in the ITSM.

• Develop and maintain knowledge articles, FAQs, and quick reference guides.

• Utilize approved AI-enabled automations and assess outputs for accuracy and security.

• Discover automation opportunities, engage in service reviews, and propose operational enhancements.

⛳️ 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.

• Capable of methodically diagnosing issues, articulating next steps in clear language, and ensuring solutions align with employee needs.

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

• Strong written and verbal communication skills, with precise ticket documentation and clear user-facing instructions.

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

• Curiosity, adaptability, and a keen 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: working knowledge of Wi-Fi, VPN, DNS, and remote access troubleshooting.

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

• Preferred: CompTIA A+, ITIL Foundation, Security+, or a desire to pursue a relevant certification.

🏝️ Benefits

• Structured training.

• Hands-on mentoring.

• Opportunities to pursue relevant IT certifications.

• Paid time off (PTO).

• 12 weeks of paid family bonding leave.

• Medical, dental, and vision insurance.

• Health Savings Account (HSA).

• 401(k) with company match.

• Short-term and long-term disability insurance.

• Supplemental life and AD&D insurance.

• Critical illness, injury, and hospital insurance.