IT Support Specialist

📋 Description

• • Provide Level 1 and Level 2 technical support to internal users via Jira Service Management, resolving incidents and service requests in alignment with established SLAs and ITIL-aligned workflows.
• • Troubleshoot and resolve hardware and software issues on Windows 10/11 and macOS endpoints, including device configuration, performance degradation, and compatibility problems.
• • Support Microsoft 365 suite applications—Outlook, Teams, OneDrive, and SharePoint—addressing user access, connectivity, permissions, and feature-related issues.
• • Provision, configure, and deprovision endpoints during employee onboarding and offboarding cycles, ensuring timely and secure asset lifecycle management.
• • Manage endpoint configurations using Intune for Windows devices and Jamf for macOS devices, enforcing compliance, patches, and policy deployments.
• • Assist with identity and access management tasks, including account creation, group membership updates, MFA configuration, and password resets in accordance with security policies.
• • Escalate complex issues to higher-tier teams with comprehensive documentation, including detailed troubleshooting steps, error logs, and contextual background.
• • Contribute to and maintain a knowledge base of technical articles and standard operating procedures to improve team efficiency and reduce ticket recurrence.
• • Collaborate with the Information Security Team to implement secure authentication mechanisms, role-based access controls, and conduct periodic access reviews.
• • Adhere to Change Management policy by submitting change requests, completing security impact assessments, securing approvals, and documenting all modifications prior to deployment.
• • Apply hardening standards to systems and remediate vulnerabilities in alignment with the organization’s Vulnerability Management policy.
• • Maintain accurate and up-to-date inventories of hardware, software, and cloud assets throughout their lifecycle, ensuring classification, ownership assignment, and alignment with security policies.
• • Ensure firewall configurations comply with Data and Platform Security policies, documenting justifications for all rule changes, removing obsolete rules, and participating in regular firewall rule reviews.
• • Follow HIPAA guidelines and regulations to safeguard patient confidentiality and ensure all IT support activities adhere to healthcare compliance standards.
• • Demonstrate strong customer service by communicating technical solutions clearly, professionally, and respectfully to users at all organizational levels.
• • Prioritize and multitask across a high-volume ticket queue while maintaining attention to detail and meeting defined performance metrics.
• • Act with integrity, professionalism, and confidentiality in all interactions, handling sensitive data with strict adherence to organizational and regulatory requirements.
• • Continuously identify opportunities to improve support processes, workflows, and documentation to enhance service quality and operational efficiency.