JOB SUMMARY

The IT Support Specialist serves as the first point of contact for Company employees requiring technical assistance. This position provides troubleshooting support for hardware, software, and network issues, manages user accounts, and assists with enterprise systems. The role requires strong technical knowledge, attention to detail, and effective communication skills to support day-to-day business operations.

EDUCATION/EXPERIENCE

• Associate’s degree in Information Technology (IT), or related field (or equivalent experience).
• 1-2 years of help desk or technical support experience.
• Knowledge of Windows operation systems and Microsoft 365 environments.
• Familiarity with VPNs, Active Directory, MFA tools, IDP/SSO, and endpoint security solutions.
• Strong problem-solving, organizational, and communication skills.
• Ability to work independently, manage multiple tasks, and escalate issues appropriately

ADDITIONAL REQUIREMENTS

• Exposure to VMware, Workspace ONE, or Intune.
• Experience with enterprise ticketing systems.
• Comp TIA A+, Network+, or Security+ certification.
• Microsoft 365 Certified.
• Strong customer service orientation and ability to communicate technical concepts to non-technical users.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

• Support & Troubleshooting
• Provide Tier 1 support for desktops, laptops, mobile devices, and peripherals.
• Support Microsoft 365 applications including Outlook, Teams, and SharePoint.
• Manage and support remote access through VPN services.
• Performance password reset, account access, and general troubleshooting.
• Systems Administration
• Create and administer user accounts in Active Directory, IDP/SSO, and MFA solutions.
• Deploy and configure devices using the GNCO MDM platform.
• Provide support for enterprise applications including Adobe, CodeTwo, and the enterprise SPAM filtering solution.
• Security & Monitoring
• Assist with endpoint security tools.
• Escalate alerts from the GNCO monitoring systems to appropriate teams.
• Support data backup processes using Veeam under guidance of senior staff.
• Documentation & Training
• Document and maintain records of support requests.
• Develop user guides and deliver basic training for common applications.