IT Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Specialist based in United States.

As an IT Specialist, you will provide responsive and thoughtful technical support to employees across a modern technology environment. This early-career role focuses primarily on Tier 1 support, with opportunities to contribute to selected Tier 2 issues under experienced guidance. You will help users throughout the technology lifecycle, from onboarding and device setup through access management and offboarding. The role also offers exposure to Information Security and Cybersecurity, helping you build a broader understanding of IT operations and security practices. You will work with established ITSM processes while contributing to documentation, knowledge sharing, automation, and service improvements. With structured training and hands-on mentoring, this position is designed to help you build a strong foundation and grow your technical career.

Accountabilities:
- Serve as a first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone.

- Troubleshoot and resolve Tier 1 issues involving Windows and macOS devices, hardware, software, Microsoft 365, connectivity, VPN, remote access, and user permissions.

- Assist with selected Tier 2 issues under the guidance of experienced team members, documenting diagnoses, actions taken, and outcomes.

- Assess issue impact and urgency, work within service expectations, communicate timely updates, and escalate unresolved, high-impact, or security-sensitive issues through established channels.

- Provide courteous, patient, professional, and discreet technical support to employees at all levels, including executives and users handling sensitive information.

- Support employee onboarding by preparing devices, coordinating account creation, enrolling multifactor authentication, and confirming day-one technology readiness.

- Complete offboarding activities, including approved account actions, asset recovery, and license reclamation.

- Process approved identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes.

- Track equipment assignments, returns, shipments, and device reimaging using Snipe-IT or the designated asset management platform.

- Work with Human Resources, IT leadership, and business teams to maintain accurate records and audit trails for access changes.

- Participate in structured cross-training with Cybersecurity and Information Security teams while following access governance, change control, data handling, and incident escalation procedures.

- Recognize and report suspicious activity, including phishing attempts, unusual access behavior, and potentially compromised devices, using established procedures.

- Create and maintain troubleshooting documentation, knowledge articles, FAQs, and quick-reference guides.

- Use approved AI-enabled automations in support workflows, reviewing outputs for accuracy, security, and appropriate handling before taking action.

- Identify repetitive processes that could benefit from self-service or automation and provide practical feedback as new workflows are introduced.

- Participate in service reviews, identify recurring issues, and recommend improvements that strengthen employee support and operational readiness.

Requirements

- Approximately 1–2 years of experience in IT support, help desk, desktop support, or comparable hands-on technical work.

- Foundational knowledge of Windows or macOS, Microsoft 365, Teams, remote support tools, identity and access concepts, and basic network troubleshooting.

- Ability to diagnose technical issues methodically, explain solutions and next steps in clear language, and confirm that issues are resolved effectively.

- Strong service orientation, with empathy, patience, professionalism, and respect for users with different levels of t