IT Support Specialist

Job Title: IT Support Specialist
Location: 100% Remote (US Only)
Compensation: $55,000-$63,000 + Full Benefits Package
Reports to: IT Support Manager

The IT Support Specialist will be responsible for providing technical support and assistance to internal employees and external clients, ensuring that their systems and software are up and running smoothly. The ideal candidate will have a strong technical background, excellent problem-solving abilities, excellent communication abilities and the ability to lead desktop and software-related projects. You’ll be working closely with System Engineering, Application develop, Security, HR, and other groups to respond to technical issues for our employees, manage access to corporate systems, assist in employee onboarding, equipment purchasing, and a number of other areas. You will also be expected to pick up new technologies and expertise on the job and make decisions in some cases without close supervision.

What you will do:

• Triage, prioritize, and resolve incoming IT support requests with a strong focus on customer satisfaction

• Provide primary IT support and manage our standard endpoints (macOS & Windows) and SaaS environment (Azure, Teams, Genesys Cloud, etc.)

• Provide 1st/ 2nd level technical support for users via phone, email, and chat (Microsoft Teams)

• Troubleshoot and resolve issues related to Windows and Mac operating systems, Microsoft O365, Salesforce CRM and similar.

• Assist with employee account provisioning, hardware procurement lifecycle, and access requests for third-party software

• Install, configure, and troubleshoot computer hardware and software, printers, and other peripherals.

• Perform routine maintenance on computer systems, such as backups and software updates.

• Manage user accounts, permissions and access rights to ensure secure and efficient access to network resources, systems and applications. Salesforce CRM is strongly desired

What you will bring:

• Proficiency in Windows and Mac operating systems is required.

• Expertise in Microsoft 365 applications and services, including Exchange Online, SharePoint Online, and Teams

• Experience with desktop security applications and computer networking is preferred.

• Familiarity with IT infrastructure components and technical support best practices.

• Knowledge of ticketing systems such as Atlassian, Remedy or ServiceNow is a plus.

• Strong problem-solving skills and the ability to work under pressure.

• Excellent communication skills with a focus on customer service.

• Ability to work independently as well as part of a team in a fast-paced environment.

• Relevant certifications in IT support or networking are advantageous.

• Demonstrated ability to communicate and collaborate effectively with technical and non-technical individuals

• Strong technical skills in Windows and/or Mac operating systems, Microsoft Office, Active Directory, and network technologies.

• Hands-on experience with Microsoft Intune, SCCM, and Windows Autopilot.

• Some experience with server administration and virtualization technologies is a plus

• Excellent written and verbal communication skills

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.

• 4+ years of experience in IT support or related role.

• Strong problem-solving skills and the ability to troubleshoot complex endpoint issues.

• Excellent communication and documentation skills.

• Team-oriented and collaborative approach to engineering and operations.

• Relevant certifications such as A+, Network+, ITIL, MCSA, CCNA, or ITIL are a plus

• Salesforce CRM experience is strongly desired

Compensation and Benefits:
Along with competitive pay, full-time employees are eligible for the following benefits:

• Healthcare: PPO and HSA plans

• Retirement: 401(k) with up to 3% employer match

• Flexible Spending: Health Savings Account (HSA) and Flexible Spending Accounts (FSA)

• Paid Time Off: 30 Days Paid Time Off (PTO), plus 12 paid holidays, including Christmas closure

• Insurance: Short and Long-Term Disability, Life Insurance

• Family & Medical Leave: Paid Parental Leave, Military Leave, and Bereavement Leave

• Other Benefits: Employee discounts, Jury Duty Pay, Time-Off to Vote, and more

This position is NOT APPLICABLE to residents of: Alabama, California, Colorado, Kentucky, Montana, New York, North Dakota, Ohio, Oregon, Washington, Wyoming.

Served With Honor is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, disability or any other basis prohibited by law.