Job Summary:
The IT Support Specialist is responsible for delivering efficient and effective IT support services to our team members. This role involves troubleshooting technical issues, managing hardware and software systems, and ensuring a smooth IT operation within the company. The ideal candidate will possess strong problem-solving skills, excellent communication capabilities, and a proactive approach to IT support and maintenance.

Key Responsibilities

Technical Support

• Deliver responsive and professional IT support to team members via phone, email, or in person.
• Troubleshoot and resolve hardware, software, and peripheral issues across Windows and macOS environments.
• Support remote work setups and VPN connectivity.

System & Network Maintenance

• Perform regular system health checks, updates, and preventive maintenance.
• Assist with basic network configuration and support, including routers, switches, firewalls, and Wi-Fi systems.

Equipment & Asset Management

• Set up, configure, and deploy laptops, workstations, and other IT equipment.
• Track and manage IT inventory, including procurement and retirement of devices.

Security & Compliance

• Support the implementation and enforcement of IT security policies and procedures.
• Assist in maintaining and supporting existing security certifications (e.g., SOC 1, SOC 2, PCI DSS).
• Maintain up-to-date incident and risk management registers, documenting events and corrective actions.

Documentation & Knowledge Sharing

• Maintain detailed records of support requests, resolutions, asset inventory, and system configurations.
• Contribute to internal IT documentation and process improvement initiatives.

User Training & Onboarding

• Conduct training sessions and create materials for end-users on tools, systems, and security best practices.
• Onboard new employees with proper IT setup and guidance.

Preferred Tools, Platforms & Certifications

ITSM & Support Tools:
Experience with ManageEngine ITSM suite for ticketing, asset management, and remote support is a strong plus.

Endpoint Security:
Familiarity with Sophos Antivirus or similar endpoint protection solutions to support organization-wide security.

Cloud & Collaboration Platforms:
Exposure to cloud environments such as AWS and Google Cloud Platform (GCP) is advantageous.

Certifications & Compliance:
Prior involvement in maintaining or supporting IT controls for SOC 1, SOC 2, and PCI DSS certifications is highly desirable.
Knowledge of compliance requirements, risk registers, and incident documentation best practices is a plus.

Qualifications Required for the IT Support Specialist Role

• Education and Experience: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience; prior experience in IT support roles preferred.
• Technical Expertise: Proficient in Windows and macOS environments; experience with common IT systems, networks, and support tools.
• Analytical Skills: Strong analytical skills for identifying and resolving IT issues and implementing effective solutions.
• Communication Proficiency: Excellent verbal and written communication skills, with the ability to convey complex information clearly and succinctly.
• Problem-Solving Abilities: Ability to troubleshoot and solve technical problems efficiently, even under pressure.
• Organizational Skills: Capable of managing multiple tasks and priorities, ensuring a streamlined IT support operation.
• Team Collaboration: Ability to work effectively as part of a team and share knowledge across the organization.

Why Join Our Team?

• Work within an inclusive environment that encourages creativity and professional growth.
• Be a part of a dynamic and innovative company at the forefront of technology solutions.
• Enjoy a comprehensive benefits package, including competitive compensation and development opportunities.
• Join a supportive work culture where your contributions are valued and make a difference.