IT Support Specialist

Role Overview  

We're hiring an enthusiastic and customer-focused IT Support Specialist to join our Help Desk team. This is an entry-level role that is perfect for someone beginning their IT career who is eager to learn and grow in a fast-paced technology environment. As part of the IT Support team, you will be on the front lines supporting team members across the organization — solving everyday technical problems, building relationships, and delivering excellent service. 

 Core Responsibilities  

End-User Support & Customer Service 

• Serve as the first point of contact for employees experiencing technical difficulties via phone, email, chat, or in person. 

• Provide friendly, patient, and professional customer service to end-users at all levels of the organization. 

• Log, track, and resolve incoming help desk tickets in a timely and thorough manner.  

Troubleshooting & Issue Resolution 

• Diagnose and resolve basic hardware, software, and connectivity issues for end-users across multiple locations. 

• Escalate complex or unresolved issues to senior IT staff with detailed documentation of steps already taken. 

• Follow established procedures and knowledge base articles to resolve common support requests.  

Equipment & Setup 

• Assist in the setup, configuration, and deployment of laptops, desktops, peripherals, and mobile devices for new employees. 

• Support basic account provisioning and access requests under the guidance of senior IT staff.  

Documentation & Knowledge 

• Document common issues, resolutions, and how-to guides to help build out Help Desk knowledge base resources. 

• Follow and help maintain IT procedures and standard operating documentation.  

Other 

• Assist the IT team with day-to-day operational tasks and project support as needed. 

• Execute other duties typical of an entry-level IT support role as assigned.  

Skills & Qualifications 

 Required 

• 0–1 year of IT support, help desk, or customer service experience (internships, co-ops, and volunteer experience welcome). 

• Basic understanding of Windows and/or Apple operating systems. 

• Strong interpersonal and communication skills — able to explain technical concepts clearly to non-technical users. 

• Eagerness to learn, troubleshoot, and adapt to new technologies. 

• Ability to stay calm and professional under pressure. 

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