IT Support Specialist

Position Overview

The IT Support Specialist is the frontline resource for resolving technology-related inquiries and issues within Elite Clinical Network. This role demands delivering timely, polite, and effective technical assistance to end users, handling a substantial number of daily helpdesk tickets through the Freshservice system. The ideal candidate exhibits calmness, systematic troubleshooting skills, and excellent communication, with a genuine desire to help users complete their tasks effectively.

Primary Responsibilities

• Act as the initial contact point for IT support requests coming through the Freshservice portal or email.
• Evaluate, prioritize, and address helpdesk tickets promptly in alignment with established service level agreements, escalating sophisticated problems to senior IT personnel when necessary.
• Troubleshoot and resolve problems related to hardware and software on Windows 10/11 and macOS devices, including laptops, desktops, and related peripherals.
• Provide support for Microsoft 365 applications such as Outlook, Teams, Word, Excel, SharePoint, and OneDrive by resetting passwords, managing licenses, and handling account issues.
• Assist in setting up, imaging, enrolling, and configuring devices using Microsoft Intune and Autopilot for both Windows and macOS platforms.
• Support remote users through secure remote desktop tools, ensuring effective assistance regardless of location.
• Maintain clear and comprehensive documentation of all ticket activities, solutions, and workarounds within Freshservice.
• Help with onboarding and offboarding, including provisioning accounts, assigning devices, and managing access via Microsoft Entra ID (Azure AD).
• Apply fundamental networking troubleshooting skills to aid users with VPN, Wi-Fi, and connectivity challenges.
• Contribute to the development and updating of IT knowledge base articles and user manuals.
• Take part in IT projects like device refreshes and software deployments as assigned.

Required Qualifications

• Minimum of 2 years hands-on experience in helpdesk, desktop, or IT support roles.
• Proven ability to diagnose and resolve Windows 10/11 and macOS hardware, OS, and common application issues.
• Basic understanding of Microsoft 365 administration, including user account and license management and fundamental Exchange/Outlook troubleshooting.
• Knowledge of Active Directory or Microsoft Entra ID for managing users and devices.
• Experience working with IT service management or ticketing platforms such as Freshservice, ServiceNow, or Zendesk.
• Excellent written and verbal communication skills to clearly explain technical topics to non-specialists.
• Strong customer-service mindset with patience and professionalism under pressure.
• Capability to handle multiple tickets concurrently and prioritize tasks efficiently.

Preferred Qualifications

• Certifications like CompTIA A+, CompTIA Network+, MD-102, or MS-900 are advantageous.
• Familiarity with Microsoft Intune, Autopilot, or other endpoint management systems.
• Experience within regulated sectors or healthcare/clinical research settings.
• Basic scripting knowledge, particularly in PowerShell, is a benefit.
• Awareness of networking basics including DNS, DHCP, TCP/IP, and VPN technologies.

Core Competencies

• Patience and empathy in user interactions.
• Effective communication skills.
• Analytical problem-solving aptitude.
• Leadership qualities when collaborating or managing tasks.