IT Support Specialist

The specialist will work closely with the Help Desk Manager to document existing processes, develop Standard Operating Procedures (SOPs), support cross-training, and improve overall help desk operations.

Key Responsibilities

• Serve as the first point of contact for help desk requests and provide rotating call queue coverage.
• Troubleshoot network, endpoint, hardware, software, and user access issues.
• Perform password resets and resolve common IT support issues.
• Provide technical support to education, medical, and facility operations staff.
• Log, track, manage, and resolve support requests using a ticketing system.
• Work with the Help Desk Manager to document existing processes and operational knowledge.
• Develop and maintain SOPs, workflows, and technical support documentation.
• Assist with cross-training team members and improving help desk support consistency.
• Identify opportunities to automate repetitive tasks and improve support functionality.
• Assist with endpoint management and related technical support activities as needed.

Required Qualifications

• 10+ years of experience using ticketing software. Experience with any ticketing platform is acceptable.
• 10+ years of IT troubleshooting, Help Desk, and/or Technical Support experience.
• Strong experience troubleshooting issues from the network through the endpoint.
• Bachelor's degree or equivalent relevant experience.
• High School Diploma: Requires 4 additional years of relevant experience.
• Associate's Degree: Requires 2 additional years of relevant experience.

Preferred Qualifications

• Experience with PowerShell, Power Automate, or Microsoft Power Platform.
• Experience developing AI-enabled workflows or implementing automation solutions.
• Hands-on experience with endpoint management.
• Experience with Microsoft Intune.
• Microsoft MD-102 certification.