IT Specialist

Responsibilities

User Support & Troubleshooting: Provide high-quality, face-to-face and remote technical support for hardware, software, operating systems (Windows & macOS), and mobile devices.; Onboarding & Offboarding: Set up, image, and deploy workstations for new hires. Securely reclaim and wipe assets from departing employees.; Infrastructure & "Smart Hands" Support: Maintain local server rooms and network closets. Act as the local eyes and hands for remote Network and Systems administration teams to troubleshoot switches, routers, firewalls, and patch panels.; Conference Room & AV Management: Maintain and troubleshoot workplace collaboration technology, including Zoom Rooms, projectors, and audio equipment.; Inventory & Asset Management: Maintain an accurate, up-to-date inventory of all local IT assets (laptops, monitors, peripherals, and licenses) and manage the local e-waste disposal process.; Ticket Management: Document, track, and resolve incoming requests within our IT Service Management (ITSM) tool (e.g., Jira / ServiceNow) ensuring adherence to established SLAs.; Vendor Coordination: Coordinate with local ISPs, hardware vendors, and building management for internet outages, warranty repairs, or facility-related IT needs.

Requirements

3+ years of experience in a desktop support, helpdesk, or technical field support role; Deep familiarity with Windows 10/11 and macOS environments; Hands-on experience diagnosing and repairing laptops (Dell, Lenovo, Apple), printers, docking stations, and mobile devices; Solid understanding of TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, and structured Ethernet cabling; Experience with Google Workspace, Microsoft 365 Admin Center, Active Directory, and Endpoint Management/MDM tools (e.g., Intune, Jamf); Exceptional communication, empathy, and problem-solving skills. The ability to stay calm and professional under pressure when dealing with frustrated users.

Nice to have

Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Modern Desktop Administrator, Jamf Certified Tech); Experience supporting executive-level (VIP) personnel.