Technical Support Specialist

Job Summary

We are seeking a tech-savvy, customer-focused Technical Support Specialist to provide frontline support for internal IT systems across in-house and cloud environments. This role is responsible for diagnosing and resolving hardware, software, identity/access, and connectivity issues; supporting endpoint devices and core business applications; and documenting resolutions to improve our knowledge base and service quality. The ideal candidate is proactive, detail-oriented, and comfortable communicating with end users, vendors, and internal teams.

You will also help uphold a security-first support culture by following standard controls for access, device hygiene, and data handling, and by escalating potential security issues quickly and accurately. Success in this role requires strong ownership, sound judgment, and a focus on delivering reliable, respectful end-user experience.

AI proficiency is important for this role. You will use tools such as Claude responsibly to speed up troubleshooting, draft clear end-user communications, improve documentation, and build lightweight AI tools and integrations - while protecting confidential company and user information.

Key Responsibilities:

• Set up and support endpoints, user accounts/access, and in-house and cloud applications; resolve setup issues or route to the right team.
• Provide remote and on-site support; troubleshoot access, email/collaboration, LAN/Wi-Fi/VPN, performance, and application errors.
• Maintain clear documentation (tickets, notes, knowledge base) and use AI/automation responsibly to standardize responses, speed diagnosis, and reduce repeat issues.
• Escalate and coordinate with internal teams and vendors; track progress and close the loop.
• Act as the primary point of contact for support requests; communicate clearly and professionally with end users.
• Identify root causes, spot trends, and improve processes, tooling, and documentation.
• Follow defined change/control processes for routine tasks (e.g., account changes, software installs) and ensure work is documented and approved as required.

Security & Compliance Responsibilities:

Enforce identity and access best practices (MFA, least privilege, role-based access) when provisioning, modifying, and deprovisioning accounts; apply secure configuration and endpoint hardening standards, including encryption, EDR/antivirus health checks, and timely patching; recognize and respond to security events (phishing, malware, suspicious sign-ins, data exposure) by following incident procedures and escalating quickly with complete, accurate details; maintain security-aware ticket notes and knowledge base content without exposing sensitive data to support auditability; use AI tools responsibly by not entering confidential, personal, or credential material into external systems and by following company-approved tooling and data handling rules; and support compliance with internal security policies and applicable privacy requirements for access requests, retention, and approved software usage.

Required Qualifications:

The ideal candidate combines hands-on troubleshooting with strong customer service, clear written communication, and a security-minded approach to access and data handling. You are comfortable working across Windows, Linux, and cloud services, and you use AI assistants to improve speed and clarity while protecting sensitive information.

• Experience in technical support, help desk, desktop support, or customer-facing IT support, laptops, peripherals.
• Working knowledge of Windows and Linux servers, AD, common business applications (e.g., Microsoft Office 365), and networking concepts (DNS, DHCP, VPN, LAN/Wi-Fi).
• Knowledge of IT security best practices (MFA, least privilege, patching, endpoint protection) and safe handling of confidential company/user data.
• High degree of professionalism and discretion when handling confidential customer and business information.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Outstanding communication skills with the ability to explain technical concepts clearly.
• Ability to work independently and collaboratively.
• AI proficiency: comfortable using AI assistants (e.g., Claude)
• Flexible schedule with availability for occasional evenings, and weekends as needed.

Pay: $50,000.00-$60,000.00 per year

Benefits

• Dental care
• Extended health care
• Life insurance
• Paid time off

Work Location: In person