The IT Support Specialist is responsible for providing Tier 1 and Tier 1.5 support to end users, ensuring the smooth operation of hardware, software, and network infrastructure. The role involves managing service queues via ServiceNow, documenting incidents, and troubleshooting a variety of technical issues across Windows and macOS platforms.
Key Responsibilities
Service Delivery & Operations
- Maintain accurate and timely documentation for incidents, resolutions, procedures, and asset records on ServiceNow.
- Escalate complex or unresolved issues to senior specialists or third-line teams with clear technical context.
- Monitor service queues, follow up on aging tickets, and ensure timely, professional communication with users.
- Support onboarding and offboarding activities, including account updates, access provisioning, and equipment coordination as per the SOPs.
- Contribute to service improvements by identifying recurring issues, process gaps, and opportunities for automation.
- Participate in continuous improvement initiatives and IT projects as assigned.
- Provide AV (Audio Visual) support.
Customer Service & Communication
- Serve as a primary point of contact (Tier 1 and Tier 1.5) for end users, providing clear updates on incidents and service requests.
- Communicate technical concepts and IT policies in a clear, service-oriented manner to non-technical users.
- Set realistic expectations regarding resolution timelines and next steps.
- Collaborate effectively with senior specialists, infrastructure teams, and vendors during escalations.
- Ensure ticket documentation clearly reflects issues, troubleshooting steps, and final resolutions.
Technical Responsibilities
- Provide Tier 1 and Tier 1.5 support via phone, remote access, and on-site assistance.
- Diagnose and resolve routine hardware, software, and connectivity issues using established processes.
- Administer, configure, support, and troubleshoot end-user devices.
- Install, configure, maintain, and support end-user infrastructure and applications.
- Support Windows and macOS workstations, mobile devices, printers, LAN, AV, video conferencing, and telephony systems.
- Troubleshoot Microsoft 365 applications and other business software.
- Support VPN connectivity, network printers, email configuration, and authentication issues.
- Manage user accounts, groups, and permissions in Active Directory, Azure AD, and Microsoft 365.
- Perform workstation imaging, deployment, and configuration.
- Provide basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi).
- Support MFA, SSO-based authentication, password recovery, and secure remote access.
- Assist with security-related incidents.
Administrative Tasks & Documentation
- Create, update, validate, and publish technical and business-facing knowledge base articles.
- Ensure all tickets include detailed and accurate work notes.
- Analyze incident and service request trends to support proactive problem resolution and SLA compliance.
- Manage IT inventory, licenses, and support records.
- Track incidents from initial report through resolution.
Mentoring & Team Support
- Mentor and support junior team members and interns, contributing to their technical development.
- Provide feedback and coaching to support performance improvement.
- Participate in performance reviews and identify trends that may require formal problem management.
Key Working Relationships
- Reports to: Team Leads
- Internal Contacts: Service Desk team members, System Engineers, Desktop Engineers, Network Engineers, Knowledge Base Manager
- External Contacts: Technology vendors and service providers, hardware and software partners.
Requirements
Education & Certifications
- College degree or equivalent combination of education and certifications.
- Relevant certifications: CompTIA A+, Network+, Active Directory management tools, Microsoft 365, Azure AD.
- Endpoint management tools (Intune, SCCM).
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- ITIL or IT service management practices certification.
- Experience with MFA and identity management.
Experience & Skills
- Minimum of 1–3 years of experience in a help desk or desktop support role.
- Strong hands-on troubleshooting and diagnostic skills.
- Solid understanding of desktop operating systems and enterprise applications.
- Working knowledge of Active Directory, Azure AD, Microsoft 365, and endpoint management tools.
- Ability to analyze logs, perform root-cause analysis, and apply documented solutions.
- Strong organizational skills with the ability to prioritize and multitask.
- Excellent customer service and interpersonal skills, including support for executive or VIP users.
- Strong written and verbal communication skills.
How to Apply
Interested and qualified candidates should apply online through the International Rescue Committee career portal on Workday via the link provided below.
