IT Support Specialist

Position Summary
The IT Support Specialist serves as the first point of contact for all technology-related questions and issues across Elite Clinical Network. This role is responsible for delivering prompt, courteous, and effective technical support to end users, resolving a high volume of day-to-day helpdesk requests through our Freshservice ticketing system. The ideal candidate is a calm, methodical troubleshooter with strong communication skills who genuinely enjoys helping people get their work done.

Key Responsibilities

• Serve as the primary point of contact for end-user IT support requests submitted via the Freshservice portal or via email ([email protected]).
• Triage, prioritize, and resolve helpdesk tickets in a timely manner in accordance with defined SLAs, escalating complex issues to senior IT staff when appropriate.
• Troubleshoot and resolve hardware and software issues on Windows 10/11 and macOS endpoints, including laptops, desktops, and peripherals.
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, SharePoint, and OneDrive - resetting passwords, managing licenses, and resolving account-related issues.
• Assist with device setup, imaging, enrollment, and configuration using Microsoft Intune and Autopilot for both Windows and macOS devices.
• Provide support for remote users via remote desktop tools, ensuring secure and efficient assistance regardless of user location.
• Document all ticket activity, resolutions, and workarounds clearly and completely within Freshservice.
• Assist with onboarding and offboarding tasks including account provisioning, device assignment, and access management in Microsoft Entra ID (Azure AD).
• Maintain basic network troubleshooting skills to assist users with VPN, Wi-Fi, and connectivity issues.
• Contribute to the IT knowledge base by authoring or updating how-to articles and user-facing guides.
• Participate in IT projects and initiatives as assigned, including device refresh cycles and software rollouts.

Required Qualifications

• 2+ years of hands-on experience in a helpdesk, desktop support, or IT support role.
• Demonstrated ability to troubleshoot Windows 10/11 and macOS issues across hardware, OS, and common applications.
• Working knowledge of Microsoft 365 administration fundamentals (user accounts, licensing, basic Exchange/Outlook troubleshooting).
• Familiarity with Active Directory or Microsoft Entra ID for user and device management.
• Experience using an ITSM/ticketing platform (Freshservice, ServiceNow, Zendesk, or equivalent).
• Strong written and verbal communication skills — able to explain technical concepts clearly to non-technical users.
• Customer-service orientation with a patient, professional demeanor under pressure.
• Ability to manage multiple open tickets simultaneously and prioritize effectively.

Preferred Qualifications

• CompTIA A+, CompTIA Network+, or Microsoft certifications (MD-102, MS-900) preferred.
• Experience with Microsoft Intune, Autopilot, or endpoint management platforms.
• Exposure to a regulated or healthcare/clinical research environment.
• Basic scripting or automation knowledge (PowerShell) is a plus.
• Familiarity with network fundamentals: DNS, DHCP, TCP/IP, VPN.

Core Competencies / Skills

• Patience and Empathy
• Communication
• Problem Solving
• Leadership