IT Support Specialist

Position Summary The IT Support Specialist serves as the first point of contact for all technology-related questions and issues across Elite Clinical Network. This role is responsible for delivering prompt, courteous, and effective technical support to end users, resolving a high volume of day-to-day helpdesk requests through our Freshservice ticketing system. The ideal candidate is a calm, methodical troubleshooter with strong communication skills who genuinely enjoys helping people get their work done. Key Responsibilities Serve as the primary point of contact for end-user IT support requests submitted via the Freshservice portal or via email ([email protected]). Triage, prioritize, and resolve helpdesk tickets in a timely manner in accordance with defined SLAs, escalating complex issues to senior IT staff when appropriate. Troubleshoot and resolve hardware and software issues on Windows 10/11 and macOS endpoints, including laptops, desktops, and peripherals. Support Microsoft 365 applications including Outlook, Teams, Word, Excel, SharePoint, and OneDrive - resetting passwords, managing licenses, and resolving account-related issues. Assist with device setup, imaging, enrollment, and configuration using Microsoft Intune and Autopilot for both Windows and macOS devices. Provide support for remote users via remote desktop tools, ensuring secure and efficient assistance regardless of user location. Document all ticket activity, resolutions, and workarounds clearly and completely within Freshservice. Assist with onboarding and offboarding tasks including account provisioning, device assignment, and access management in Microsoft Entra ID (Azure AD). Maintain basic network troubleshooting skills to assist users with VPN, Wi-Fi, and connectivity issues. Contribute to the IT knowledge base by authoring or updating how-to articles and user-facing guides. Participate in IT projects and initiatives as assigned, including device refresh cycles and software rollouts. Required Qualifications 2+ years of hands-on experience in a helpdesk, desktop support, or IT support role. Demonstrated ability to troubleshoot Windows 10/11 and macOS issues across hardware, OS, and common applications. Working knowledge of Microsoft 365 administration fundamentals (user accounts, licensing, basic Exchange/Outlook troubleshooting). Familiarity with Active Directory or Microsoft Entra ID for user and device management. Experience using an ITSM/ticketing platform (Freshservice, ServiceNow, Zendesk, or equivalent). Strong written and verbal communication skills — able to explain technical concepts clearly to non-technical users. Customer-service orientation with a patient, professional demeanor under pressure. Ability to manage multiple open tickets simultaneously and prioritize effectively. Preferred Qualifications CompTIA A+, CompTIA Network+, or Microsoft certifications (MD-102, MS-900) preferred. Experience with Microsoft Intune, Autopilot, or endpoint management platforms. Exposure to a regulated or healthcare/clinical research environment. Basic scripting or automation knowledge (PowerShell) is a plus. Familiarity with network fundamentals: DNS, DHCP, TCP/IP, VPN. Core Competencies / Skills Patience and Empathy Communication Problem Solving Leadership