IT Support Specialist

Best Egg

. Support workstations by working directly with internal users .

Posted 10/15/2026full-timeWilmington • United StatesJuniorMid-Level💰 $30 - $33 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Desktop Support, including managing Service Desk incidents, troubleshooting technical issues, and maintaining hardware and software inventories. Proficient in cloud environments and ticketing systems, with strong organizational and problem-solving skills.

Highest-signal resume keywords

Desktop Support ExperienceCloud Environment SupportTicketing System ProficiencyMobile Device Management (MDM)Service Level Agreement (SLA) Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue TroubleshootingService Desk Incident ManagementAsset Inventory ManagementVideo Conferencing SetupTicketing Workflow OptimizationComputer Image MaintenancePerformance MeasurementVendor CoordinationOnboarding New EmployeesSurvey Feedback Analysis

Soft Skills

Problem-SolvingOrganizational SkillsAdaptabilityTeam CollaborationCommunication Skills

Tools & Technologies

Office 365AzureSlackJira Service Management (JSM)ServiceNowIntuneJamf

Certifications & Qualifications

Associate Degree in Computer Information TechnologyRelevant Certifications

Industry Keywords

Service Level AgreementsTechnical SupportCustomer ServiceMobile Device ManagementAsset Inventory Audits

Tech Stack

Tools & technologies

AzureCloudJamfServiceNow

About the role

Key responsibilities & impact

Support workstations by working directly with internal users
Manage Service Desk incidents and service requests within SLAs
Analyze and troubleshoot technical issues through tickets, email, telephone, and personal requests
Monitor, track, and document tickets for timely resolution
Identify, research, and resolve technical issues
Verify tickets meet Service Level Agreements and measure performance
Review survey feedback to improve support experience, tools, and services
Handle ticket escalations and VIP Support
Onboard new employees, ensuring equipment and standard access accounts are ready before their start date
Manage printers and coordinate vendor support when needed
Maintain physical device, software, and application asset inventory
Manage hardware inventory and refresh lifecycle
Conduct yearly asset inventory audits
Maintain computer images, applications, drivers, updates, and services
Set up and maintain video conferencing for users, devices, and conference rooms
Resolve video conferencing issues and escalate to vendors when needed
Handle escalated issues, manage SLA adherence, and prepare reports
Document processes and solutions
Act as escalation point for urgent requests and system/security incidents
Advise management of events requiring additional support or escalation
Provide management with ticket escalation process details
Manage the DES “Solutions” repository
Develop and optimize ticketing workflows

Requirements

What you’ll need

Associate (2-year) degree in Computer Information Technology or an equivalent amount of work experience and certifications
2-4 years of Desktop Support and customer service experience
2-4 years supporting a cloud environment tech stack, including Office 365, Azure, and Slack
2-4 years of experience working in a ticketing system, such as JSM or ServiceNow
2-4 years of Mobile Device Management (MDM) experience, such as Intune or Jamf
Ability to grasp new concepts quickly and adapt to a dynamic work environment
Highly organized with the ability to prioritize and work with multiple deadlines
Strong problem-solving techniques and ability to work independently and as a member of multi-disciplined teams
Candidates must complete a separate assessment evidencing initiative, analytical reasoning, teamwork, collaboration, adaptability, and verbal and written skills

Benefits

Comp & perks

Pre-tax and post-tax retirement savings plans with a competitive company matching program
Generous paid time-off plans including vacation, personal/sick time, paid short-term and long-term disability leaves, paid parental leave, and paid company holidays
Multiple health care plans, including dental and vision options
Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
Company-paid life insurance
Wellness platforms
Employee assistance programs
Health Advocate programs
Discounted identity theft protection
Pet insurance
Fitness center reimbursements