IT Technical Support Specialist

• Troubleshoot Windows devices, Microsoft 365, network infrastructure, and VoIP systems
• Serve as the go-to technical expert and trusted partner for clients
• Manage client communication, rapport, expectations, and outcomes
• Prioritize and manage the ticket queue
• Handle warm transfer escalations
• Create and refine knowledge-base documentation
• Liaise between clients and vendors to drive incident resolution
• Collaborate in weekly meetings and team-led trainings
• Uphold accountability, proactive service, and high-quality customer support

• Hands-on expertise troubleshooting, configuring, and managing Microsoft technologies
• Experience with Windows Server, Active Directory, and Group Policies
• Strong experience with Microsoft 365, Hyper-V, DNS, and DHCP
• Knowledge of advanced networking principles
• Ability to troubleshoot firewalls, switches, and Wi-Fi
• Excellent customer service and ability to build trust and defuse tough situations
• Experience creating internal documentation
• Experience with Remote Access Solutions such as Remote Desktop and RemoteApps
• Eagerness to learn and collaborative spirit
• Availability to work 9 am–6 pm EST (New York City time zone)

• Access to world-class tools and useful documentation
• Team-led training and exposure to cutting-edge technology
• Opportunities for professional growth
• Support for your professional journey
• Collaborative team culture
• Employee ideas can shape company processes