IT Support Specialist

Job Overview

We are seeking a dedicated IT Support Specialist to provide frontline technology assistance through calls and ticket management, catering to both office and remote employees. The role includes monitoring networks, managing Active Directory and Microsoft Exchange tasks, and vendor coordination for hardware warranties. Documentation and adherence to service level agreements (SLAs) are essential, alongside collaboration with IT teams and participation in security initiatives.

Key Responsibilities

• Deliver Level One technical support by handling incidents via telephone and ticketing systems, including diagnosis, escalation, tracking, and resolution for office and remote staff.
• Monitor network operations in regional offices and job sites to proactively identify and address potential problems.
• Manage user accounts within Active Directory, including creation and maintenance.
• Administer Microsoft Exchange tasks such as mailbox and calendar setup.
• Coordinate dispatch of hardware warranty service vendors according to organizational protocols.
• Maintain thorough documentation of all support-related activities in a ticket tracking system.
• Comply with SLAs concerning callbacks, escalations, status updates, and issue resolution.
• Collaborate closely with other IT teams to resolve issues or determine when escalation is warranted.
• Participate actively in security efforts, remediating compromised endpoints and user accounts.
• Assist in creating documentation aimed at enhancing communication and service delivery processes.
• Adhere to established standards and procedures; suggest improvements to existing workflows.
• Engage in additional projects and responsibilities for professional development.

Candidate Qualifications

• Strong commitment to delivering excellent customer service and a positive support experience.
• Preferably 1 to 2 years of experience in help desk or technical support roles.
• Bachelor’s or Associate’s degree preferred but not mandatory.
• Effective verbal and written communication skills with clarity and conciseness.
• Solid analytical and problem-solving capabilities.
• Intermediate proficiency in networking, computer hardware, identity management software, and cloud technologies.
• Experience with Active Directory, Microsoft Exchange, Microsoft Office (including Outlook), Windows 10/11, and Office 365.
• Willingness to provide online learning or training to customers.
• Professional demeanor with strong organizational and multitasking skills.
• Ability to work independently and collaboratively within IT teams efficiently.
• Motivated to learn new technologies and grow skillsets.
• Preferred experience with Mobile Device Management (MDM) software and mobile device support.
• Preferred experience supporting video conferencing equipment and software.

Additional Information

Position is full-time and remote, based in the Greater St. Louis area. The role emphasizes professionalism, time management, and customer-focused communication. There may be opportunities to take on new projects enhancing career growth. Documentation and adherence to organizational policies are critical elements of this position.