It Support Specialist

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End-User Support & Service Delivery

• Provide Tier 1 and Tier 2 technical support to end-users in-person, via phone, and through remote support tools.
• Resolve hardware, software, and peripheral issues (e.g., desktops, laptops, printers, mobile devices).
• Document all support activities in the ticketing system and ensure timely resolution in accordance with SLAs.
• Support onboarding and offboarding processes, including hardware setup and user account provisioning.

Systems & Application Support

· Troubleshoot and support Microsoft 365 applications (Outlook, Teams, Excel, SharePoint, etc.).

· Diagnose and resolve complex hardware software and mobile issues, ensuring system functionality and user satisfaction

· Provide support for remote connectivity solutions such as VPN and Citrix.

• Assist with Active Directory user management and password resets.
• Coordinate with Level 3 teams for application escalations and updates.

Hardware & Asset Management

• Deploy, configure, and maintain desktop and laptop hardware.

· Oversee inventory control, track IT assets, and ensure records are current and accurate.

• Perform equipment moves, replacements, and decommissions as needed.

Office & Field Support

• Travel to office locations across the US and Canada to support site-specific needs (e.g., network troubleshooting, hardware refreshes).
• Provide support during office relocations, expansions, or events requiring onsite technical presence.
• Coordinate with vendors and facilities for infrastructure-related repairs or changes.

Documentation & Process Improvement

• Maintain knowledge base articles and create user guides as needed.
• Identify recurring issues and propose process improvements to enhance efficiency.
• Ensure compliance with IT policies, procedures, and security standards.

· Adhere to and understand data governance and compliance regulations to ensure secure IT operations.

Collaboration & Communication

• Collaborate closely with IT team members across North America and other global regions.
• Participate in team meetings, knowledge-sharing sessions, and project-based initiatives.
• Communicate technical information clearly to non-technical users.

Job Type: Full-time

Pay: $47,781.10 - $57,542.83 per year

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Work Location: On the road