Information Technology Support Specialist

Job Overview:

Provide support across the organization, focusing on internal IT operations, asset management, and some external customer support. This role encompasses a broad range of responsibilities, including IT support for Windows and Mac environments, onboarding/offboarding employees, managing hardware and software procurement, and driving process improvements for asset management.

Key Responsibilities:

• IT Support for Internal & External Customers:
• Provide technical support for internal employees and external customers both Windows and Mac platforms.
• Manage support tickets through the company’s ticketing system, ensuring timely resolution of issues related to hardware, software, and cloud applications (AWS, Google Suite).
• Assist with troubleshooting hardware, software, and network issues for end-users.
• Onboarding & Offboarding Employees:
• Oversee the setup of new employees, including provisioning hardware, creating accounts, and configuring access credentials.
• Manage offboarding processes, ensuring secure deactivation of accounts and retrieval of assets.
• Continuously improve the onboarding and offboarding process with a focus on automation, standardization, and security.
• Asset Management & Procurement:
• Develop and manage the organization's IT asset inventory, including tracking hardware and software from procurement to decommissioning.
• Identify opportunities for bulk purchasing to drive cost savings and streamline procurement processes with vendors.
• Standardize IT equipment provided to employees and maintain a replacement cycle for aging hardware.
• Process Improvement & Documentation:
• Implement and refine processes for IT equipment lifecycle management, ensuring efficient workflows for procurement, distribution, and retirement.
• Write and maintain clear documentation for internal processes, enabling user self-service where appropriate (e.g., guides for common IT tasks or screencasts).
• Proactively identify opportunities to improve IT operations and support services, including hardware and software standardization and security best practices.
• Account Administration & Credential Management:
• Perform account administration for company systems, ensuring proper authentication and authorization processes are followed.
• Implement improvements to streamline credential management and enhance security.

Qualifications:

• 3-5 years of experience in IT support, systems administration, or a similar role.
• Strong technical understanding of Windows and or Mac desktop hardware and operating systems.
• Experience with cloud platforms such as Google Suite and Amazon Web Services (AWS) preferred
• Proven ability to manage IT hardware, software, and procurement processes.
• Strong interpersonal skills with experience supporting both onsite and remote employees.
• Excellent organizational and process improvement skills, with attention to detail.

Preferred Qualifications:

• Certifications such as CompTIA A+ or related technical certifications.
• Experience with Active Directory and group policy administration.
• Strong understanding of network security principles and best practices.