Overview
The IT Specialist is a mid-level technical role responsible for delivering comprehensive IT support, managing infrastructure at the site level, and serving as a subject matter expert (SME) in specific IT domains. This role bridges Tier 2 and Tier 3 support, ensuring the stability of IT services while actively contributing to system administration, identity management, and network operations.
Key Responsibilities
- Provide advanced technical support, resolving Tier 2 and Tier 3 issues across hardware, software, networking, and enterprise applications.
- Oversee helpdesk operations by guiding junior staff, reviewing ticket quality, and ensuring SLA compliance.
- Deploy, configure, and maintain local infrastructure, including access points, switches, firewalls, printers, and other networked devices.
- Manage account lifecycle activities (user/group management, access provisioning, MFA enforcement) across platforms such as Active Directory, Microsoft 365, and cloud-based systems.
- Ensure compliance with IT security policies through endpoint hardening, patch management, and encryption standards.
- Support business continuity by managing backups, restoration tests, and disaster recovery readiness at the site level.
- Handle IT procurement coordination, including vendor engagement, asset requisitions, and lifecycle management.
- Create and update IT documentation, SOPs, and troubleshooting guides to ensure operational consistency.
- Deliver IT training and onboarding sessions for new hires, focusing on tools, security awareness, and IT processes.
- Partner with the IT Manager to implement improvement projects in infrastructure, automation, and system performance.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related discipline.
- 35 years of IT support and infrastructure experience, including Tier 2/3 troubleshooting.
- Proficiency in operating systems (Windows, macOS, Linux), enterprise applications, and networking fundamentals.
- Hands-on experience with system administration (Active Directory, M365, identity and access management).
- Strong analytical and troubleshooting skills with the ability to manage escalations independently.
Preferences
- Professional certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Administrator, or Cisco CCNA.
- Experience with Power Automate or other automation platforms.
- Experience with Powershell or other scripting languages.
- Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms (Azure, AWS, or GCP).
- Knowledge of endpoint management tools (e.g., Intune, Jamf, SCCM).
- Strong communication and mentoring skills to support junior IT staff.
