IT Specialist

4+ years of experience in an IT Operations or IT Support role. Strong oral communication skills to gather information from employees and explain technical concepts in simple language. Strong written communication skills to create and update technical documentation. Slack, MDM/UEM (preferably Endpoint Central and Kandji), Office 365, experience. Google Workspace for Business Configuration Experience. Excellent software and hardware troubleshooting and problem-solving skills. Strong MacOS and Windows configuration and troubleshooting skills. Proficient at IT Service Desk and Remote Desktop Support. Basic scripting experience in Bash, Python, Perl, or PowerShell. Strong time management skills. Skilled with industry-standard software and hardware management tools. Fluent in English, with excellent verbal and written communication skills, and skills to create and update technical documentation. Familiarity with IT Service Desk platforms (e.g., Jira) and remote desktop support.

Serve as the first point of contact for employee's software/hardware requests and technical assistance. Perform remote troubleshooting and software installation. Escalate issues to the next level of support when necessary. Resolve tickets according to the established SLA’s. Maintain and update technical documentation in Confluence. Improve current processes with automation and scripting. Gather and analyze data to diagnose problems and fix technical issues. Manage and monitor laptop and desktop computer systems health. Manual and automated patch Management and software deployments. Change configurations, settings, and permissions to fix computer issues. Update employees on the status of their service requests. Log all service requests and update Jira tickets as needed. Execute IT Asset management activities.