IT Support Specialist

Job Summary

We're looking for a customer-focused IT Support Specialist to join our team and be the first point of contact for our employees' technology needs. This is a great opportunity for someone early in their IT career who enjoys solving problems, helping people, and learning new tools. The ideal candidate has a foundational understanding of Microsoft 365 and common SaaS applications, strong communication skills, and a genuine desire to deliver a great support experience. 

Responsibilities

• Serve as the first point of contact for employee support requests, providing friendly and timely Tier I and Tier II assistance via our JIRA ticketing system. 

• Troubleshoot and resolve common issues across Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and other SaaS applications. 

• Set up and manage user accounts, including provisioning, password resets, and access requests. 

• Escalate complex issues to senior team members with clear documentation of the problem and steps already taken. 

• Track, prioritize, and follow up on tickets to ensure issues are resolved and users are kept informed. 

• Assist with onboarding and offboarding tasks, such as account creation, software setup, access removal, and device management. 

• Document common issues and solutions to help build out our internal knowledge base. 

• Stay curious — research solutions independently and grow your technical skills over time.

Qualifications

• 1–2 years of experience in IT support, help desk, or a customer-facing technical role (internships and relevant coursework count). 

• Familiarity with Microsoft 365 environments and common SaaS applications. 

• Comfortability in setting up user accounts and walking end-users through technical solutions. 

• Strong problem-solving and troubleshooting instincts. 

• Excellent interpersonal and communication skills, with patience and a customer-first attitude. 

• Self-motivated and able to manage multiple requests while working both independently and as part of a team.

Supervisory Responsibility 
This position has no supervisory responsibilities. 

Work Environment 
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  

Physical Demands 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

This is largely a sedentary role; however, building access is limited to two sets of stairs and may require lifting or moving objects up to 30 lbs. The employee is frequently required to sit for long periods of time. 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Position Type and Expected Hours of Work 
This is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand. 

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.