Summary

The Technical Support Specialist provides, customer-focused technical support to employees in a mixed Microsoft Windows and Apple macOS environment. This position delivers onsite and remote assistance, manages incidents and service requests through the IT service management platform, supports endpoint deployment and lifecycle activities, and contributes to reliable, secure, and efficient workplace technology services.

The successful candidate is a hands-on troubleshooter who can work independently within established standards and service level expectations, communicate clearly with users at all organizational levels, and collaborate effectively with local and global IT teams.

Primary Responsibilities

·       Provide Tier 1 support for Windows computers, Mac computers, peripherals, mobile devices, business applications, and common end-user technology issues.

·       Diagnose and resolve hardware, operating system, software, connectivity, printing, authentication, email, remote access, and performance issues from initial contact through resolution.

·       Install, configure, deploy, maintain, and replace laptops, desktops, monitors, printers, docking stations, and related accessories.

·       Perform Windows and macOS setup, software installation, patching, upgrades, configuration, and basic endpoint security remediation in accordance with company standards.

·       Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and Office desktop applications.

·       Assist with user account access, password resets, multifactor authentication, permissions, and basic directory-related support following approved security procedures.

·       Provide support for iOS and Android devices, including email access, approved applications, and basic connectivity issues.

·       Support conference room, audiovisual, multimedia, and video conferencing technology, including meeting-room computers, displays, cameras, microphones, and collaboration devices.

·       Use remote support tools to assist employees working from office and remote locations.

·       Record complete and accurate incident, request, asset, troubleshooting, and resolution details in the IT service management system.

·       Prioritize and manage multiple tickets and assignments while meeting service level expectations and communicating status to users and stakeholders.

·       Escalate complex or recurring issues to the appropriate technical team and remain engaged through resolution.

·       Create and maintain knowledge articles, technical procedures, user guides, and support documentation.

·       Assist with employee onboarding and offboarding, including equipment preparation, account readiness checks, deployment, collection, and asset record updates.

·       Participate in hardware refreshes, office technology deployments, application rollouts, process improvements, and other IT projects.

·       Identify recurring support trends and recommend practical improvements to tools, documentation, user education, and support processes.

·       Work with vendors and internal technology teams as needed to resolve issues and coordinate service activities.

Required Experience and Qualifications

·       Minimum of three years of hands-on technical support experience in a corporate or similarly structured environment.

·       Demonstrated experience supporting both Microsoft Windows computers and Apple Mac computers, including hardware troubleshooting, operating system support, software installation, configuration, and user assistance.

·       Working knowledge of Windows 11 and current versions of macOS.

·       Experience supporting Microsoft 365 desktop applications and collaboration tools.

·       Experience using an IT service management or ticketing platform to document, prioritize, track, and resolve incidents and requests.

·       Experience with endpoint management, remote support, software deployment, patching, or device management tools.

·       Working knowledge of Active Directory or Microsoft Entra ID concepts, user accounts, permissions, password resets, and multifactor authentication.

·       Basic understanding of TCP/IP networking, Wi-Fi, VPN, DNS, DHCP, and common endpoint connectivity troubleshooting.

·       High school diploma or equivalent required. Associate or bachelor’s degree in Information Technology, Computer Science, or a related discipline is preferred, or an equivalent combination of education and relevant experience.

Preferred Qualifications

·       Experience with Microsoft Intune, Jamf, Ivanti Service Management, or comparable endpoint and service management platforms.

·       Apple, Microsoft, CompTIA, ITIL, or other relevant technical certification.

·       Experience supporting conference room and video conferencing technology.

·       Experience supporting employees across multiple offices, remote locations, or a global organization.

·       Familiarity with PowerShell, shell commands, or basic scripting for troubleshooting and support automation.

Performance Expectations

·       Timely, accurate, and professional resolution of support incidents and service requests.

·       Consistent achievement of service level and ticket documentation expectations.

·       Positive user feedback regarding responsiveness, communication, technical competence, and helpfulness.

·       Accurate equipment deployment, asset tracking, and support documentation.

·       Effective collaboration, escalation, knowledge sharing, and contribution to continuous improvement.

Physical and Work Environment Requirements

·       Ability to work in an office environment and provide hands-on support at employee workspaces and meeting rooms.

·       Ability to sit, stand, walk, bend, and use a computer for extended periods.

·       Ability to lift, carry, move, and install typical computer equipment and peripherals, with reasonable accommodation as applicable.