IT Support Specialist Tier I - Hybrid
$56,000–$76,000 year
RemoteUnited States or Boston, Massachusetts, United States
Job Summary
Serve as the first line of support for user technical issues across hardware, software, and collaboration tools. Provide hands-on support for onsite employees, including workstation setup, conference room technology, hardware deployment, and office IT troubleshooting. Troubleshoot and resolve problems involving Microsoft 365 Business applications, including Outlook, Teams, SharePoint, and OneDrive. Assist with basic configuration, user provisioning, and license management in Microsoft Entra, Defender, and SharePoint environments. Maintain and update IT documentation including procedures, system configurations, and knowledge base articles. Provide user support and training for productivity and collaboration tools such as Adobe Acrobat, Jira, Confluence, Zoom, and Microsoft Teams. Coordinate with vendors and third-party support as necessary to resolve technical issues. Monitor IT support queues, escalate complex incidents appropriately, and follow up to ensure resolution. Assist in onboarding and offboarding activities including account setup, access permissions, and hardware provisioning. Contribute to continuous improvement of IT service processes and user experience.
Required Qualifications
- Associate's degree or equivalent experience in Information Technology, Computer Science, or related field
- 2+ years of experience in an IT support/helpdesk role
- Strong knowledge of Microsoft 365 ecosystem (Outlook, Teams, SharePoint, Entra, Defender)
- Ability to diagnose and resolve technical issues effectively and efficiently
- Excellent interpersonal and communication skills
- Customer-first attitude
- Detail-oriented with good documentation habits and time management
- Ability to work both independently and collaboratively in a fast-paced environment
- Must reside within commuting distance of the Boston office
- Must be able to work onsite an average of approximately 3 days per week
Desired Qualifications
- preferably supporting employees in a hybrid business environment
- Familiarity with Jira Service Management, Confluence, Adobe tools, and Zoom
- Preferred experience working in a regulated industry environment
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