IT Support Specialist

Role overview

Concero is hiring an IT Support Specialist to deliver first-line technical support for employees working both in the office and remotely. The position focuses on resolving incidents, maintaining core business systems, and helping keep networks and endpoints running smoothly.

Key responsibilities

• Handle Level 1 support requests by phone and through the ticketing system, including troubleshooting, incident handling, escalation, follow-up, and closure for on-site and remote users.
• Monitor regional office and jobsite networks, spot possible problems early, and take action to reduce disruption.
• Carry out basic Active Directory tasks such as creating user accounts.
• Perform routine Microsoft Exchange administration, including setting up mailboxes and calendars.
• Coordinate with service vendors for hardware warranty repairs in line with company procedures.
• Record all support work accurately in the ticket tracking system.
• Meet documented SLA targets for callbacks, escalations, progress updates, and final resolutions.
• Partner with other IT teams to solve incidents and decide when an issue should be escalated.
• Support security-related work by helping remediate compromised endpoints and user accounts.
• Help create and improve support documentation to strengthen communication and service quality.
• Follow established workflows and standards while suggesting practical process improvements.
• Take on additional projects and responsibilities that support professional development.

Required qualifications

• Strong commitment to delivering helpful, customer-focused technical support.
• 1 to 2 years of prior help desk or similar support experience is preferred.
• Associate’s degree or Bachelor’s degree is preferred, though not mandatory.
• Clear verbal and written communication skills.
• Solid analytical thinking and troubleshooting ability.
• Working knowledge of networking, computer hardware, identity management tools, and cloud computing.
• Familiarity with Active Directory, Microsoft Exchange, Microsoft Office, Outlook, Windows 10/11, and Office 365.
• Interest in providing online learning or training to users when needed.
• Professional demeanor.
• Ability to collaborate with IT teams while also working independently and efficiently.
• Good organization, prioritization, and multitasking skills.
• Self-driven attitude with a willingness to learn new tools and technologies.
• Preferred exposure to mobile device management software and mobile device support.
• Preferred experience with video conferencing hardware and software.

Additional information

This role offers room to take on extra projects and responsibilities as part of ongoing growth and skill development.