IT Support Specialist

Key Responsibilities

• Investigate and resolve escalated end-user technical issues across applications, operating systems, virtual desktops, authentication, networking, endpoints, and supporting infrastructure.
• Use a methodical, curious approach to troubleshooting: review symptoms, logs, alerts, recent changes, and business impact to identify root causes where practical, not just immediate workarounds.
• Provide professional customer support through phone, email, chat, remote sessions, and the IT service management platform, keeping customers informed throughout the resolution process.
• Review ticket details, previous troubleshooting, and environmental context to determine appropriate next steps, identify patterns, and escalate thoughtfully when needed.
• Manage and troubleshoot user accounts, access requests, MFA, Active Directory, Microsoft 365, onboarding, and offboarding activities.
• Configure and support virtual desktops, desktops, laptops, mobile devices, printers, peripherals, and client applications in cloud or hosted environments.
• Diagnose connectivity, DNS, DHCP, VLAN, and other network-related issues; escalate appropriately to Tier Three Engineering while maintaining ownership of the issue through resolution.
• Review, triage, and respond to monitoring alerts and events, including identifying issues that require tickets, investigation, escalation, or proactive follow-up.
• Build familiarity with customer environments and look for opportunities to prevent recurring issues, improve documentation, and make support more efficient.
• Document customer communications, troubleshooting steps, findings, and resolutions thoroughly in the IT service management platform.
• Create and improve knowledge base documentation, share lessons learned, and support cross-training with front-line Analysts and fellow Specialists.
• Perform approved application upgrades, maintenance, and after-hours support activities as needed.

Skills, Knowledge & Expertise

• High school diploma or equivalent required; an Associate degree in Information Technology or a related field is preferred.
• Three or more years of professional IT support experience, preferably within a Managed Services Provider or multi-customer support environment.
• Demonstrated experience troubleshooting beyond scripted solutions and standard knowledge base procedures.
• Strong working knowledge of Windows, Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, remote support tools, and IT service management platforms.
• Experience supporting virtual desktop, remote desktop, or hosted application environments such as VMware Horizon, Citrix, RDS, or similar technologies.
• Familiarity with VMware, Hyper-V, Windows Server, Group Policy, RMM tools such as NinjaOne, Veeam or comparable backup tools, VoIP, MDM, and network security appliances is preferred.
• A strong technical curiosity and desire to continue developing expertise across cloud infrastructure, virtualization, networking, automation, backup and recovery, security, and Microsoft technologies.
• Strong written and verbal communication skills, sound judgment, attention to detail, and the ability to remain calm and organized while managing multiple issues.
• Technical certifications such as VCTA, VCP, CCNA, or Microsoft certifications are a plus, but not required.