IT Service Specialist
$70,000–$85,000 year
On-siteCary, North Carolina, United States
Job Summary
Provide Tier 1 and 2 technical support for escalated issues involving laptops, mobile devices, email, and enterprise applications. Troubleshoot authentication, access, and device-related problems, investigate advanced Microsoft 365 service interruptions, and support users during live incidents by gathering diagnostics and logs. Coordinate access requests for Microsoft 365 and email systems, manage device lifecycle including deployment and return, and execute enterprise transformation projects. Update operations documentation, communicate status to leaders, and collaborate with vendors on issues. Draft targeted communications regarding IT changes, provide user guidance during onboarding, and respond to inquiries with troubleshooting steps. Participate in IT operational meetings and CAB reviews as a subject matter contributor while continuously improving onboarding and offboarding efficiency.
Required Qualifications
- 4+ years of IT support or service delivery experience
- Experience supporting enterprise environments and migrations
- Solid understanding of M365 administration, endpoint management, enterprise applications, and troubleshooting tools
- Relevant certifications (e.g., Microsoft, Azure, Intune, etc.)
- ITIL Foundation skills
- Experience in working with users outside the US
Desired Qualifications
- B.S. / B.A. in business, computer science or other disciple preferred but not required
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