IT Support Specialist
Communication Service for the Deaf (CSD)
Full time
Customer Support
United States
Hiring from: United States
Description
The IT Support Specialist is responsible for day-to-day technical support and maintenance of our IT infrastructure. This role includes incident resolution, user support, documentation upkeep, and collaboration on cross-functional IT projects.
The IT Support Specialist is responsible for day-to-day technical support and maintenance of our IT infrastructure. This role includes incident resolution, user support, documentation upkeep, and collaboration on cross-functional IT projects.
- Respond promptly to incoming support tickets, messages, and emails, and diagnose and resolve issues in accordance with SLA targets.
- Troubleshoot and resolve software, operating system, hardware, peripheral, and network issues.
- Support Microsoft 365 environments, including Exchange Online, Teams, OneDrive, SharePoint, Entra ID (Azure AD), and Intune.
- Maintain and update documentation for IT processes, system configurations, and support procedures.
- Handle user lifecycle management tasks (provisioning, deprovisioning, permissions changes, etc.).
- Set up, configure, and image desktops, laptops, and mobile devices for new hires and existing employees.
- Adhere to security policies, data protection standards, and change management procedures.
- Identify and remediate system vulnerabilities; manage user identities, access rights, and authentication systems.
- Escalate complex incidents to senior administrators and participate in IT projects as needed.
- Perform other duties as assigned.
- Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent experience. (Required)
- CompTIA A+, Network+, or equivalent entry-level certification. (Preferred)
- Minimum two years of hands-on technical support experience. (Required)
- Experience with ITSM tools such as FreshService, ServiceNow, or Jira Service Management. (Required)
- Strong problem-solving and analytical skills.
- Excellent time-management skills; able to meet promised response and resolution times.
- Ability to multitask and prioritize multiple tickets simultaneously.
- Team-oriented with the ability to work independently when required.
- Comfort with remote collaboration tools (video conferencing, instant messaging, etc.).
- American Sign Language (ASL) proficiency is a plus.
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