IT Support Specialist

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

📋 Description

• Respond swiftly to incoming support tickets, messages, and emails, diagnosing and resolving issues in alignment with SLA targets.

• Troubleshoot and address software, operating system, hardware, peripheral, and network problems.

• Provide support for Microsoft 365 services, which include Exchange Online, Teams, OneDrive, SharePoint, Entra ID, and Intune.

• Maintain and refresh documentation for IT processes, system configurations, and support procedures.

• Manage user lifecycle tasks, encompassing provisioning, deprovisioning, and permission adjustments.

• Set up, configure, and image desktops, laptops, and mobile devices for new hires and current employees.

• Comply with security policies, data protection standards, and change management protocols.

• Monitor and investigate IT security alerts, document findings, and escalate potential security incidents.

• Identify and rectify system vulnerabilities; manage user identities, access rights, and authentication systems.

• Escalate complex issues to senior administrators and engage in IT projects as necessary.

• Perform additional duties as assigned.

⛳️ Requirements

• Strong problem-solving and analytical abilities.

• Excellent time-management skills, with the capability to meet promised response and resolution timelines.

• Ability to multitask and prioritize multiple tickets concurrently.

• Team-oriented mindset with the capacity to work independently when necessary.

• Comfortable using remote collaboration tools (video conferencing, instant messaging, etc.).

• Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent experience. (Required)

• CompTIA A+, Network+, or equivalent entry-level certification. (Preferred)

• At least two years of hands-on technical support experience. (Required)

• Experience with ITSM tools such as FreshService, ServiceNow, or Jira Service Management. (Required)

• Proficiency in American Sign Language (ASL). (Preferred)

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with employer matching.

• Opportunities for professional development and continuing education.

• Flexible work hours and remote work options.