IT Support Specialist

Job Summary

To support a remote Managed Services team, the full-time IT Support Specialist will investigate and resolve escalated technical issues, provide professional customer support, and manage user accounts across various environments during core business hours.

Key Responsibilities

• Investigate and resolve escalated end-user technical issues across applications, operating systems, and networking
• Provide professional customer support through various channels while keeping customers informed throughout the resolution process
• Diagnose connectivity and network-related issues, escalating to Tier Three Engineering as necessary while maintaining ownership of the issue

Required Qualifications

• High school diploma or equivalent required; Associate degree in Information Technology preferred
• Three or more years of professional IT support experience, preferably in a Managed Services Provider environment
• Strong working knowledge of Windows, Active Directory, Microsoft 365, and networking protocols like TCP/IP, DNS, and DHCP
• Experience supporting virtual desktop or hosted application environments such as VMware Horizon or Citrix
• A strong technical curiosity and desire to develop expertise across cloud infrastructure and Microsoft technologies