Junior IT Support Specialist – Entry-Level Tech Troubleshooter
About the Team
A fast-growing, customer-centric technology group delivers critical services to clients in finance, healthcare, retail, and media. You’ll join a tight-knit support squad that values knowledge sharing, lean processes, and continuous improvement. Our culture rewards curiosity, precision, and clear communication—perfect for graduates eager to apply fresh skills and expand their know-how.
Why This Role Matters
User productivity hinges on prompt, accurate support. You’ll be the first line of defense when laptops crash, VPNs misbehave, or SaaS tools glitch. Your insights—and meticulous documentation—become the backbone of our knowledge base, keeping incidents short-lived and stakeholders happy. Expect variety: one hour you’re walking a marketer through Single Sign-On, the next you’re scripting a PowerShell fix for 50 workstations.
Key Responsibilities
– Provide Tier-1 remote desktop support for Windows, macOS, iOS, and Android endpoints.
– Troubleshoot network connectivity, printers, VoIP, and cloud applications (Office 365, Google Workspace, Slack, Zoom).
– Record symptoms, steps, and resolutions in the ticketing system—always precise, always reproducible.
– Escalate complex incidents to Tier-2 or engineering with well-structured technical notes.
– Perform routine system maintenance: patch deployment, account provisioning, asset audits.
– Contribute new articles to the self-service knowledge base; update existing content as workflows evolve.
– Collaborate with security and DevOps on endpoint hardening, MFA rollouts, and incident response drills.
– Track recurring problems, spot patterns, and suggest long-term fixes that slash ticket volume.
– Participate in after-hours on-call rotation (limited, compensated) to support 24×7 clients.
– Stay current on emerging tools—Intune, Jamf, Terraform, AI chatbots—and share discoveries in weekly stand-ups.
What You’ll Bring
– Bachelor’s degree in Information Technology, Computer Science, or related field.
– 0-2 years of help desk, desktop support, or internship experience (college projects count).
– Solid grasp of TCP/IP fundamentals, Active Directory, basic shell or PowerShell scripting.
– Familiarity with ITIL incident management and ticket workflows.
– Clear written and verbal communication; you translate jargon into plain English.
– Analytical mindset, relentless curiosity, and patience under pressure.
– Ability to manage multiple tickets, prioritize effectively, and meet SLA targets.
– Adaptability to new platforms—whether it’s an MDM dashboard or an AI-powered diagnostics tool.
– Eligibility to work in the United States without sponsorship.
Growth Path
Your journey doesn’t stop at L1. Develop toward cybersecurity analyst, cloud engineer, or automation specialist. We fund certifications (CompTIA A+, Network+, Microsoft, AWS) and encourage cross-team project rotations—because support is the gateway to countless IT careers.
Diversity & Inclusion
Innovation thrives on varied viewpoints. We welcome every background, gender identity, ethnicity, orientation, and ability. If technology excites you and you meet most requirements, please apply—you may be the perfect fit.
How to Apply
Submit your resume and a concise cover letter outlining a recent technical problem you solved. Show us your process, not just the outcome. We review every application with care and respond promptly.