IT Support Specialist

Job Summary

As a core member of the IT Infrastructure team, the IT Support Specialist acts as the primary analytical engine for our service desk, supporting approximately 300 employees across the U.S. We are a Microsoft-centric house, and this role requires a candidate moving beyond basic troubleshooting to perform deep analysis of recurring issues and cloud-based workflows. The ideal candidate isn't just a "ticket-taker"; they are a problem-solver who enjoys deconstructing complex issues, documenting solutions for the long term, and providing a high-touch customer experience. 

Duties/Responsibilities:

• Analytical Troubleshooting:  Provide Tier 1 support for hardware and software, using a data-driven approach to identify root causes rather than just treating symptoms.
• Microsoft Ecosystem Management:  Act as a front-line administrator for Microsoft 365 and Azure environments, managing user identities, permissions, and cloud application access.
• Process Documentation:  Create and maintain high-quality internal technical guides and user-facing "How-To" articles to foster self-service and team consistency.
• Multi-Channel Support:  Respond to and resolve inquiries via email, chat, phone, or in person, ensuring all interactions are meticulously logged in our ticketing system.
• Collaborative Escalation:  Identify when a problem requires specialized expertise and escalate with detailed notes, working closely with senior infrastructure members to see the issue through to resolution.
• Proactive Maintenance:  Perform monthly maintenance tasks and assist in testing or validating new technology deployments and projects.

Required Skills/Abilities:

• Microsoft House Expertise:  Solid familiarity with the Microsoft 365 Admin Center, Azure Active Directory (Entra ID), and the core Office suite.
• Analytical Mindset:  Strong ability to break down complex technical problems and a natural curiosity to ask "why" until a solution is found.
• Communication & Collaboration: Ab le to translate "tech-speak" into plain English for end users while remaining a helpful, approachable team player.
• Documentation Disciplines:  Proven experience in writing clear, concise procedures for both technical and non-technical audiences.
• Customer Obsession:  A genuine care for the end-user experience, prioritizing follow-ups and high satisfaction scores.

Education and Experience:

• Experience:  1–3 years of dedicated service desk or technical support experience in a professional environment.
• Education:  Associate or bachelor's degree in information technology or a related field is preferred.
• Certifications:  Relevant Microsoft certifications (e.g., MS-900 Microsoft 365 Fundamentals or AZ-900 Azure Fundamentals) are a significant plus.
• Technical Knowledge:  Deep understanding of Windows OS, basic networking (DHCP/DNS), and cloud-based identity management.