IT Support Specialist

About the position

Reporting to the IT Manager, the IT Specialist will provide front-line technical support to our employees and help\tmaintain\tday-to-day IT operations across our Philadelphia headquarters and distributed workforce. This is a hands-on, customer-facing role focused on incident/request resolution, endpoint support, Microsoft 365 user support, and excellent service delivery.

Responsibilities

• Serve as the first point of contact for IT issues and requests; troubleshoot, resolve, and escalate appropriately.
• Provide day-to-day support for Windows and macOS laptops/desktops, peripherals, printers, and basic network connectivity.
• Support Microsoft 365 applications and common workflows (Outlook/Exchange, Teams, OneDrive, SharePoint), including basic troubleshooting and user guidance.
• Log, categorize, prioritize, and document all work in our ticketing system; communicate clearly with end users and follow through to resolution.
• Create and maintain knowledge based articles, FAQs, and quick-reference guides to improve user self-service and reduce repeat issues.
• Assist with basic infrastructure tasks (workstation rollouts, office setups, conference room/A/V support).

Requirements

• High school diploma or GED required.
• 1–3 years of experience in an IT support / helpdesk / desktop support role (or equivalent hands-on experience).
• Strong troubleshooting skills across Windows 10/11 and macOS, common productivity apps, and basic endpoint hardware.
• Solid fundamentals in networking (TCP/IP, DNS, DHCP, Wi-Fi).
• Working familiarity with Microsoft 365 user support and administration concepts.
• Experience using a ticketing system and writing clear technical notes/documentation.
• Strong customer service mindset with the ability to explain technical concepts to non-technical users.
• Ability to\tlift up\tto 30 pounds and move into positions (standing/kneeling) required to set up and connect equipment.

Nice-to-haves

• Experience with Microsoft 365 administration (Entra ID, Exchange Online, SharePoint, Teams, OneDrive).
• Exposure to end point management / RMM / MDM tools (e.g.,NinjaOne\tand/or Intune).
• Scripting/automation\tinterest.
• Certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft MS-900and/or MD-102 (or similar).
• Military experience is a plus.