IT Service Desk / IT Support Engineer

As an IT Support Specialist, you will be responsible for: - Providing day-to-day IT support for employees, including troubleshooting hardware and software issues on Windows and Mac OS systems. - Managing and prioritizing incidents and service requests using the ITSM ticketing system, currently Jira Service Desk. - Supporting and maintaining end-user computing assets such as laptops, desktops, printers, mobile devices, peripherals, and conference room A/V equipment. - Responding to incidents through multiple support channels including phone, chat, ticketing system, and walk-up support. - Ensuring adherence to defined Service Level Agreements (SLAs). - Analyzing recurring issues and implementing permanent, preventive solutions. - Creating and maintaining process documentation and knowledge base articles. - Assisting network and compute teams with installation and support of wireless access points, servers, and networking equipment. - Coordinating with vendors and service providers for device procurement, deployment, and support. - Performing physical IT tasks such as receiving, imaging, configuring, and deploying equipment. - Participating in on-call rotations to support escalated or high-priority issues. You will be required to work from the office on all weekdays, Monday through Friday. As an IT Support Specialist, you will be responsible for: - Providing day-to-day IT support for employees, including troubleshooting hardware and software issues on Windows and Mac OS systems. - Managing and prioritizing incidents and service requests using the ITSM ticketing system, currently Jira Service Desk. - Supporting and maintaining end-user computing assets such as laptops, desktops, printers, mobile devices, peripherals, and conference room A/V equipment. - Responding to incidents through multiple support channels including phone, chat, ticketing system, and walk-up support. - Ensuring adherence to defined Service Level Agreements (SLAs). - Analyzing recurring issues and implementing permanent, preventive solutions. - Creating and maintaining process documentation and knowledge base articles. - Assisting network and compute teams with installation and support of wireless access points, servers, and networking equipment. - Coordinating with vendors and service providers for device procurement, deployment, and support. - Performing physical IT tasks such as receiving, imaging, configuring, and deploying equipment. - Participating in on-call rotations to support escalated or high-priority issues. You will be required to work from the office on all weekdays, Monday through Friday.