We are seeking a highly skilled IT Support Specialist to join our growing team. As a key member of our IT department, you will be responsible for providing top-notch technical support to our staff, resolving hardware and software issues promptly, and ensuring the smooth operation of our technology infrastructure.
Key Responsibilities:
* Provide comprehensive technical support to end-users via phone, email, Atlassian Service Desk/Jira, Slack, and in-person
* Troubleshoot and resolve issues related to Mac and PC laptops, desktops, peripherals, and mobile devices
* Diagnose and solve software problems across various applications including Microsoft Office 365 suite
* Support remote workers by configuring and troubleshooting VPN connections, maintaining and troubleshooting network connectivity issues including Cisco Meraki network devices, responding to and managing support requests through Slack channels and direct messages, reviewing service dashboards as first-level triage, and handling appropriate escalation of issues
Requirements:
* Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
* 3+ years of experience in an IT support or helpdesk role
* Demonstrated experience supporting both Mac and Windows environments
* Strong knowledge of Windows and macOS operating systems
* Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint)
* Familiarity with network protocols and troubleshooting (TCP/IP, DNS, DHCP)
* Understanding of VPN setup and maintenance
* Experience with SSH key management and secure access protocols
* Knowledge of Active Directory and user account management
* Experience with Cisco Meraki network equipment configuration and troubleshooting
* Proficiency with Atlassian tools (Jira, Service Desk, Confluence)
* Experience with GitHub repository management and user access
* Familiarity with Dropbox administration and sharing permissions
* Experience using Slack for team communication and support
* Ability to monitor and interpret service dashboards for system health
* Familiarity with IT security best practices
Preferred Qualifications:
* Familiarity with scripting and automation tools (PowerShell, Python, Terraform, Ansible, Go)
* Experience with monitoring tools and service dashboards
* Knowledge of cloud services (AWS, Azure, GCP)
* Understanding of CI/CD pipelines
* CompTIA A+ Certification, Microsoft 365 Certified: Modern Desktop Administrator Associate, Apple Certified Support Professional (ACSP), ITIL Foundation Certification, Cisco Meraki Network Associate Certification, Atlassian Certified in Jira Service Management
This is a primarily in-office position, with an expectation of five days per week onsite. Limited hybrid flexibility may be considered based on team needs and performance.