IT Support Specialist, Tier I

📋 Description

• Act as the primary point of contact for users experiencing technical difficulties with hardware, software, and collaboration tools.

• Diagnose and resolve issues related to Microsoft 365 Business applications such as Outlook, Teams, SharePoint, and OneDrive.

• Support basic configuration, user provisioning, and license management within Microsoft Entra, Defender, and SharePoint environments.

• Keep IT documentation up-to-date, including procedures, system configurations, and knowledge base articles.

• Offer user support and training for productivity and collaboration tools including Adobe Acrobat, Jira, Confluence, Zoom, and Microsoft Teams.

• Collaborate with vendors and third-party support as needed to address technical issues.

• Oversee IT support queues, escalate complex incidents as necessary, and follow up to ensure they are resolved.

• Assist with onboarding and offboarding processes, including account setup, access permissions, and hardware provisioning.

• Contribute to the ongoing enhancement of IT service processes and user experience.

⛳️ Requirements

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

• A minimum of 2 years of experience in an IT support/helpdesk role, ideally within a remote or hybrid business setting.

• Strong understanding of the Microsoft 365 ecosystem (Outlook, Teams, SharePoint, Entra, Defender).

• Familiarity with Jira Service Management, Confluence, Adobe tools, and Zoom is a plus.

• Proficient in diagnosing and efficiently resolving technical issues.

• Exceptional interpersonal and communication skills with a customer-first mindset.

• Detail-oriented with strong documentation practices and effective time management.

• Capable of working both independently and collaboratively in a dynamic environment.

• Preferred experience in a regulated industry setting.

• Availability in the EST/EDT timezone.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and career advancement.

• A supportive and inclusive work culture.