IT Support Specialist

Emergent Software

. Serve as a primary point of contact for IT incidents and service requests .

Posted 11/2/2026full-timeGlastonbury • Connecticut • United StatesJunior💰 $60,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Help Desk support, including troubleshooting Windows endpoints, Microsoft 365 applications, and mobile devices. Proficient in ticket management using Jira and familiar with IT security practices and user account management.

Highest-signal resume keywords

IT Help Desk SupportTroubleshooting Windows EndpointsJira Ticket ManagementMicrosoft 365 AdministrationUser Account Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingIncident ManagementService Request HandlingWindows SupportMicrosoft 365 ApplicationsMobile Device SupportNetworking BasicsIT Security PracticesTicket DocumentationEquipment Provisioning

Soft Skills

AccountabilityAdaptabilityCommunicationProblem-SolvingCustomer Service

Tools & Technologies

Microsoft TeamsRemote-Support ToolsMicrosoft IntuneActive DirectoryJiraIPadsIPhonesPrintersPeripheralsConstruction Site Equipment

Certifications & Qualifications

CompTIA A+

Industry Keywords

IT AdministrationHelp DeskDesktop SupportOnboardingOffboardingService DeskInventory TrackingLifecycle ManagementAccess ControlData Protection

Tech Stack

Tools & technologies

ITSMJamfMacOS

About the role

Key responsibilities & impact

Serve as a primary point of contact for IT incidents and service requests
Provide support in person, by phone, through Microsoft Teams, and with remote-support tools
Troubleshoot and resolve Level 1 issues while assisting with Level 2 and Level 3 requests
Support Windows computers, Microsoft 365 applications, iPads, iPhones, printers, peripherals, and workplace technology
Create, document, update, and close tickets in Jira
Support employee onboarding and offboarding, including account creation, access changes, permissions, licensing, equipment setup, and device recovery
Configure, deploy, maintain, and troubleshoot computers, mobile devices, software, and related equipment
Assist with Microsoft Intune, Active Directory, Microsoft 365, Teams, and other IT administration tools
Triage network, connectivity, and printer issues and escalate advanced infrastructure work
Support IT equipment procurement, deployment, inventory tracking, and lifecycle management
Follow security, access-control, data-protection, and equipment-handling policies
Improve Help Desk documentation, ticket discipline, support metrics, and service-delivery practices
Balance scheduled ticket work with walk-up requests and urgent business needs
Participate in an on-call rotation and respond to urgent after-hours incidents
Provide occasional onsite support at construction or project locations, including short-term travel
Identify opportunities to improve processes, tools, documentation, and the end-user experience

Requirements

What you’ll need

At least six months to one year of professional IT Help Desk, service desk, desktop support, or IT administration experience
Practical understanding of incidents, service requests, ticket intake, prioritization, escalation, documentation, and resolution
Experience troubleshooting Windows endpoints, desktop computers, Microsoft 365, mobile devices, and common end-user technology
Experience using Jira or another comparable ticketing or IT service management platform
Ability to troubleshoot technical issues remotely by phone, Microsoft Teams, or a remote-support tool, as well as in person
Familiarity with user accounts, access permissions, software licensing, equipment provisioning, and onboarding and offboarding processes
Basic knowledge of networking, connectivity troubleshooting, and IT security practices
Ability to manage changing priorities, work independently, and remain accountable for assigned tickets
Willingness to work onsite in Glastonbury five days per week to start
Availability for an on-call rotation and occasional work outside standard business hours
Ability to lift, move, or transport IT equipment weighing up to 40 pounds
Ability to navigate active construction sites and wear required personal protective equipment
Applicants must be authorized to work in the U.S. without sponsorship
Preferred: Experience supporting macOS devices or administering devices through Jamf
Preferred: Experience supporting mixed Windows and Mac environments
Preferred: Familiarity with Microsoft Intune and Active Directory
Preferred: Experience supporting iPads, iPhones, or other mobile devices
Preferred: CompTIA A+ or another relevant IT support certification
Preferred: Experience supporting remote offices, field teams, or construction project sites
Preferred: Willingness to travel occasionally to project locations, including possible short-term travel to Texas

Benefits

Comp & perks

Direct-hire opportunity
On-call rotation compensation not specified
Equal opportunity workplace
Criminal background check required prior to employment