IT Support Specialist

Overview: The IT Support Specialist is responsible for delivering high-quality end user and executive-level support, workstation lifecycle management, and proactive maintenance across a hybrid Windows environment. This role serves as an escalation point for complex issues, driving timely resolution while ensuring exceptional customer experiences—particularly for C‑suite and senior leadership. In addition, this position contributes to system enhancements, security initiatives, and operational improvements aligned with ITIL-based service delivery standards.

Responsibilities: Provide Tier 2/3 support for hardware, software, O365 applications, and desktop services across on-site and remote workforce environments. Deliver white-glove, concierge-style IT support to executives and senior leadership, ensuring minimal downtime and a high-touch service experience. Support executive conference rooms, boardrooms, and collaboration technologies (Teams, Zoom, AV equipment, docking stations, wireless presentation tools). Perform on-demand, in-person support for leadership meetings, presentations, and critical business events. Administer and maintain Microsoft endpoints, including Group Policy, Azure Active Directory, and Intune MDM. Deploy, secure, and manage Windows operating systems and core productivity tools using modern deployment methodologies (Autopilot, imaging, scripting, etc.). Troubleshoot and support enterprise infrastructure components such as DHCP, DNS, TCP/IP networking, VPN access, and endpoint security tools. Maintain ServiceNow records across incidents, requests, changes, and CMDB items, ensuring accurate documentation and SLA adherence—especially for executive tickets. Support antivirus and antimalware protection, device encryption standards, and patch/upgrade cycles to maintain compliance and reduce risk. Act as a trusted technology partner by clearly explaining technical issues to non-technical users and executives. Participate in scheduled maintenance, technology rollouts, and continuous improvement initiatives that enhance end-user and executive experience. Mentor junior technicians and collaborate with infrastructure and engineering teams on escalations and service enhancements. Key Knowledge, Skills & Abilities Strong knowledge of O365 administration and Dell/Microsoft hardware platforms Proven experience providing white-glove, executive and C‑suite IT support Understanding of ITILv3 or related service delivery frameworks Proficiency with Microsoft Windows Server and Windows desktop OS, Group Policy, Azure AD, and Intune Experience with OS deployment, scripting, antivirus/antimalware, device encryption, and core systems infrastructure (DHCP, DNS, networking) Familiarity with ServiceNow, especially IT Service Management and IT Operations modules Ability to troubleshoot root causes and implement efficient, long-term solutions Exceptional customer service, communication, discretion, and professionalism when supporting senior leadership Skilled in articulating complex technical concepts in a clear, executive-friendly manner Demonstrated success working independently and within collaborative team environments Ability to multitask, remain calm under pressure, and manage competing operational and executive demands Self-starter capable of operating with minimal supervision while balancing support, maintenance, and project responsibilities Seniority level Associate Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting, Information Services, and Technology, Information and Media

Benefits: Medical insurance Vision insurance