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IT Support Specialist
Satellite Office. Serve as the first point of contact for all internal IT support .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support, including managing help desk operations, onboarding and offboarding processes, and security monitoring. Proficient in remote troubleshooting and user support across various platforms, ensuring effective communication and documentation.
Highest-signal resume keywords
IT Help Desk Ticketing SystemsMicrosoft 365 AdministrationWindows And macOS SupportActive Directory ManagementRemote Troubleshooting Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT Help Desk Ticketing SystemsMicrosoft 365 AdministrationWindows SupportMacOS SupportActive Directory ManagementRemote TroubleshootingMobile Device ManagementSecurity MonitoringDocumentation SkillsVPN Connectivity
Soft Skills
Excellent Communication SkillsHighly OrganizedDetail-OrientedProactive And AccountablePatient
Tools & Technologies
Google WorkspaceIntuneAutopilotConfluenceEndpoint ProtectionEmail FilteringMFA
Industry Keywords
IT SupportHelp DeskService DeskOnboardingOffboardingSecurity Awareness TrainingAudit ManagementUser Satisfaction
Tech Stack
Tools & technologiesMacOS
About the role
Key responsibilities & impact- Serve as the first point of contact for all internal IT support
- Manage the complete help desk queue from ticket logging through resolution
- Provide remote support for M365/Google Workspace, operating systems, VPN, Wi-Fi, connectivity, and hardware issues
- Execute onboarding processes, including account creation, access provisioning, hardware coordination, and induction
- Execute offboarding processes, including account disabling and asset retrieval
- Monitor security logs and alerts across antivirus, O365, and endpoint systems
- Manage security awareness training and assist with patch management
- Conduct monthly audits, including backup checks and access reviews
- Maintain the IT asset inventory and report on system health
- Create and maintain user-facing how-to guides and internal IT process documentation
- Measure ticket resolution time, first-contact resolution, ticket backlog, audit completion, user satisfaction, and documentation output
Requirements
What you’ll need- Strong experience with IT help desk ticketing systems
- Expertise supporting Windows and macOS environments
- Admin-level knowledge of Microsoft 365 and/or Google Workspace
- Experience with Active Directory, including user creation and permissions
- Familiarity with endpoint protection, email filtering, and MFA
- Strong remote troubleshooting skills for VPN, Wi-Fi, and connectivity
- Experience with mobile device management/provisioning, such as Intune/Autopilot
- Excellent remote communication and user-support skills
- Experience with the specific security platforms in use preferred
- Experience documenting systems, such as Confluence or similar, preferred
- Highly organized, professional, patient, and timely
- Detail-oriented and meticulous
- Proactive and accountable, including ownership of escalations
- Strong written communication skills for user-friendly documentation and IT inductions
- 2–3+ years of experience in an IT Support, Help Desk, or Service Desk role
- Demonstrable experience supporting users in a fully remote or hybrid environment
- Proven experience managing the new-hire-to-leaver IT lifecycle, including onboarding and offboarding
- Hands-on experience with security monitoring and alert management
Benefits
Comp & perks- Learning opportunities, mentoring, and support for professional growth
- Team-building experiences and company-wide celebrations
- Wellness programs
- World-class office spaces in premium business hubs
- Opportunities to work directly with international clients and global brands
- Continuous learning and development
- Engaging employee programs
- Collaborative and inclusive workplace culture