IT Support Specialist

At van den Boom & Associates, we provide an environment which values teamwork, coaching, and development. ?

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✨ ABOUT THE ROLE

IT SUPPORT SPECIALIST: The primary responsibility of this role is to provide technical support and assistance to end users, ensuring the smooth operation of endpoints, networks, and software applications. The ideal candidate will have excellent problem-solving skills, a strong understanding of IT, excellent communication skills, and the ability to deliver exceptional service in a fast-paced setting.

• ROLE RESPONSIBILITIES
• Respond to and triage IT help desk inquiries via ticketing system in a timely and professional manner
• Provide technical support and troubleshooting for hardware, software, and network issues
• Install, configure, and maintain computer systems, software applications, and peripherals
• Collaborate with technical contacts from vendors and customers to resolve complex technical problems and escalate issues when necessary
• Conduct troubleshooting and support for users both within offices and remotely located within the US and the Philippines
• Create and maintain user accounts and access control
• Perform system and network operational tasks, including monitoring, backups, and to implement security measures
• Participate in an on-call rotation and work outside normal hours when required for maintenance and critical issues
• Create and maintain documentation for all internal IT procedures, policies, and overall technical environment
• Conduct IT training for new employees as well as ongoing training to educate internal users
• Stay updated with emerging technologies and industry trends related to cybersecurity, data governance, and systems optimization to proactively provide recommendations for continuous improvement
• Assist with facilitating cybersecurity awareness and training, including phishing campaigns for end-users
• Performs other related duties and projects as assigned by management

• Bachelor’s degree in computer science, information technology, or a related field
• Proven experience in a customer-facing IT help desk or technical support role; ideally 5+ years minimum
• Administrative experience with Microsoft Azure, Exchange, Defender, Intune, and SharePoint
• Proficiency with Microsoft Office 365 suite including: Excel, Word, PowerPoint, Outlook, Teams, SharePoint, OneDrive and Azure required
• Strong knowledge of computer hardware, software, and operating systems
• Exposure to managing endpoints via MDM solutions such as Intune and Jamf. Intune preferred
• Good understanding of IT service management principles and ticketing systems
• Proven problem-solving and troubleshooting skills
• Exceptional customer service skills and ability to interact effectively at all levels
• Professional certifications (e.g., Microsoft Certified IT Professional) are a plus
• Excellent communication and writing skills required