IT Support Specialist

What You Will Do

Provide Level 1 and Level 2 support for end users via Jira Service Management.

• Troubleshoot and resolve hardware, software, and access issues across Windows and macOS devices.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Triage, prioritize, and resolve tickets according to SLAs, defined workflows, and support best practices.
• Escalate issues appropriately with clear documentation, including troubleshooting steps and context.
• Provision and support endpoints, including onboarding and offboarding activities.
• Support endpoint management platforms such as Intune (Windows) and Jamf (macOS).
• Assist with user access, permissions, and identity-related issues.
• Contribute to and maintain technical documentation and knowledge articles.
• Follow ITIL-aligned practices for incident, request, and problem management.
• Participate in continuous improvement of IT support processes and workflows.

What will make you successful here

• Ability to multitask and prioritize in a dynamic environment
• Comfortable working both independently and collaboratively across teams
• Detail-oriented with a proactive approach to troubleshooting
• Entrepreneurial spirit, a sense of ownership and comfortable operating in ambiguity
• Solution oriented with the ability to think strategically and creatively in decision-making
• Strong work ethic to exceed expectations and goals
• Coachable and able to take direction and feedback well, yet being forward-thinking to challenge the status quo
• Ability to act with integrity, professionalism, and confidentiality.
• Proficient with Microsoft Office Suite or related software.

Additional Duties

• In coordination with the Information Security Team to securely configure and maintain applications with secure authentication mechanisms, role-based access, and support access reviews in accordance with the Identity Management Authentication and Access Control and Data and Platform Security policies.
• Adhere to the Change Management policy, which includes documenting, reviewing, and obtaining approval for all normal and emergency changes prior to deployment. Teams must submit a change request, ensure an information security impact assessment is completed, conduct and/or coordinate pre-implementation, and ensure approvals are in place prior to implementation.
• In conjunction with information security, apply hardening standard configurations and ensure vulnerabilities are remediated in accordance with the Vulnerability Management policy.
• Ensure firewall configurations align with Data and Platform, including documentation with justifications for all rule changes, remove obsolete rules, and participate in the information security firewall rule reviews.
• Maintain accurate and up-to-date inventories of hardware, software, and cloud assets throughout their lifecycle—from acquisition to decommissioning. Ensure assets are classified, assigned to owners, tracked in approved systems, and aligned with the information security policies.

Required Qualifications

• 2+ years of experience in an IT support/helpdesk role
• Experience working within a structured ticketing system and SLAs
• Experience supporting both Level 1 and Level 2 issues is preferred
• Relevant IT certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft, Google IT Support) strongly preferred
• Strong working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Strong working knowledge of Windows 10/11 and macOS; ability to troubleshoot hardware and software issues.
• Experience supporting identity, access, and permissions (e.g., account access, group membership, MFA/password resets as applicable).
• Experience working within structured ticketing workflows, including queues, SLAs, and documentation standards.
• Jira Service Management experience as an agent (required); familiarity with Jira and/or Confluence in an operations/support context.
• Familiarity with endpoint management tools such as Intune (Windows) and Jamf (macOS).
• Strong troubleshooting, communication, and customer service skills; able to explain technical topics clearly.
• Excellent organizational skills and attention to detail.
• Demonstrate a positive attitude and respectful, professional customer service.
• Acknowledge patient’s rights on confidentiality issues and follow HIPAA guidelines and regulations.