IT Support Specialist
CommandLink
MacOS
Job Level
Mid-LevelSenior
Tech Stack
MacOS
About the role
- Provide frontline technical support to end users via phone and internal helpdesk portal
- Uphold established security policies and protocols to protect the organization’s assets and resources
- Perform end user account provisioning and onboarding for new employees and contractors
- Gather information from end users to accurately diagnose and resolve a variety of technical issues
- Handle issues escalated from Tier I IT Helpdesk staff and escalate unresolved complex issues as appropriate
- Work closely with other helpdesk technicians and systems administrators to research and diagnose technical issues and collaborate on projects
- Analyze reported issues to determine potential severity and scope and report to IT Helpdesk Manager and IT Systems Director as needed
- Accurately document relevant details and issue resolution within support tickets submitted via internal helpdesk portal
- Participate in rotating evening/night and weekend on-call shifts as scheduling requires
- Perform other related duties as assigned or requested
Requirements
- 5+ years’ professional experience in IT, technical support or a related field OR bachelor’s degree or higher in Information Technology/Information Systems or related field of study
- Strong technical skills and established knowledge of Windows and/or macOS operating systems
- Experience with applications such as Microsoft Office
- In-depth critical thinking and troubleshooting skills to diagnose and resolve complex technical issues
- Ability to work independently and in a team environment
- Time management skills to handle individual workload without consistent oversight
- Strong interpersonal skills to effectively communicate with end users and collaborate with peers
- Strong verbal and written communication skills
- After hours "on call" availability including rotating evening/night and weekend shifts
