IT Support Specialist
Pearl Meyer is seeking an IT Support Specialist to join our Information Technology team. This role is centered on delivering exceptional, user-centric IT support by triaging, troubleshooting, and resolving technology issues while maintaining a high standard of service and professionalism.
Responsibilities
- Serve as the primary point of contact for IT support requests via ticketing system, including classification, prioritization, resolution, or escalation of incidents
- Troubleshoot and resolve issues related to Windows OS, Microsoft 365 applications, desktops, laptops, and common business software
- Maintain accurate records of support activities and ensure timely ticket updates and closures
- Collaborate with IT team members to identify recurring issues and suggest long-term solutions
- Support basic administration of user accounts, permissions, and access controls
- Assist with onboarding/offboarding procedures, including equipment setup and software provisioning
- Escalate complex technical issues to senior IT staff or specialists as appropriate
- Contribute to documentation efforts including knowledge base articles and standard operating procedures (SOPs)
- Stay current with relevant IT trends, technologies, and best practices
Skills
- Entry-level experience in IT support
- Ability to triage, troubleshoot, and resolve technology issues
- Empathy for users and a learning mindset
- Sound problem-solving instincts
- Desire to help others and take ownership of issues through resolution
- Ability to thrive in a collaborative environment
- Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent experience also considered
- Up to 5 years of professional experience in an IT support/helpdesk role
- Proficiency with Microsoft Windows 10/11, Microsoft 365 (Outlook, Teams, Word, Excel), and Active Directory
- Familiarity with MacOS
- Familiarity with ticketing systems (e.g., FreshService, Jira, Zendesk)
- Basic understanding of network connectivity, cybersecurity principles, and endpoint protection tools
- Strong analytical and troubleshooting skills
- Strong verbal and written communication abilities; ability to clearly communicate with technical and non-technical users
- Customer-oriented mindset with a focus on service and responsiveness
- Familiarity with applying AI tools responsibly to support analysis, documentation and workflow optimization
- Ability to multitask and work in a fast-paced environment
- Discretion in handling confidential and sensitive data
Company Overview