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Job Summary
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The IT Support Specialist is responsible for providing first-level technical support to employees, with a strong focus on new hire onboarding, device provisioning, and access management. This role serves as the primary point of contact for day-to-day IT issues, resolving common problems and triaging more complex incidents to our third-party IT vendor when necessary. The ideal candidate is customer-focused, well-organized, and comfortable supporting a modern workplace technology environment.
\nKey Responsibilities
New Hire Onboarding & Offboarding
- Prepare and configure new laptops and peripherals for new hires (imaging, setup, asset tagging)
- Provision and deprovision user accounts, system access, and software licenses in accordance with company policies
- Coordinate onboarding timelines with HR, managers, and new employees to ensure a smooth first-day experience
- Collect, reset, and inventory equipment during employee offboarding
End-User Support (Tier 1)
- Serve as the first point of contact for IT-related issues via ticketing system, email, chat, or walk-up support
- Troubleshoot and resolve common hardware, software, and access issues (e.g., login problems, application errors, device connectivity)
- Provide clear, timely communication and follow-up with users throughout the support process
- Escalate unresolved or complex issues to the third-party IT vendor with proper documentation and context
Device & Asset Management
- Maintain accurate inventory of laptops, accessories, and other IT assets
- Track device assignments, replacements, and lifecycle status
- Coordinate repairs, replacements, and warranty requests as needed
Collaboration & Vendor Coordination
- Act as an internal liaison with the third-party IT vendor for escalated incidents, requests, and maintenance activities
- Ensure issues are properly categorized, documented, and prioritized before escalation
- Monitor vendor response and resolution to meet internal service expectations
Documentation & Continuous Improvement
- Create and maintain internal IT documentation, onboarding checklists, and knowledge base articles
- Identify recurring issues and suggest process improvements to enhance efficiency and user experience
- Follow IT security policies and escalate potential security concerns appropriately
$60,000 - $75,000 a year
\nRequired Qualifications
- 1–3 years of experience in IT support, help desk, or desktop support role
- Hands-on experience supporting Windows and/or macOS laptops
- Familiarity with user account provisioning, access management, and common SaaS tools
- Basic understanding of networking, hardware, and troubleshooting best practices
- Strong customer service skills and ability to communicate technical concepts clearly to non-technical users
- Experience working with ticketing systems and documentation tools
Preferred Qualifications
- Experience supporting new hire onboarding in a corporate environment
- Familiarity with identity and access management tools (e.g., Azure AD, Active Directory, Okta, Google Workspace)
- Prior experience coordinating with third-party IT or managed service providers
- IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus
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