IT Specialist

Overview

The IT Specialist is a mid-level technical role responsible for delivering comprehensive IT support, managing infrastructure at the site level, and serving as a subject matter expert (SME) in specific IT domains. This role bridges Tier 2 and Tier 3 support, ensuring the stability of IT services while actively contributing to system administration, identity management, and network operations.

Key Responsibilities

● Provide advanced technical support, resolving Tier 2 and Tier 3 issues across hardware, software, networking, and enterprise applications.

● Oversee helpdesk operations by guiding junior staff, reviewing ticket quality, and ensuring SLA compliance.

● Deploy, configure, and maintain local infrastructure, including access points, switches, firewalls, printers, and other networked devices.

● Manage account lifecycle activities (user/group management, access provisioning, MFA enforcement) across platforms such as Active Directory, Microsoft 365, and cloud-based systems.

● Ensure compliance with IT security policies through endpoint hardening, patch management, and encryption standards.

● Support business continuity by managing backups, restoration tests, and disaster recovery readiness at the site level.

● Handle IT procurement coordination, including vendor engagement, asset requisitions, and lifecycle management.

● Create and update IT documentation, SOPs, and troubleshooting guides to ensure operational consistency.

● Deliver IT training and onboarding sessions for new hires, focusing on tools, security awareness, and IT processes.

● Partner with the IT Manager to implement improvement projects in infrastructure, automation, and system performance.

Qualifications

● Bachelor's degree in Information Technology, Computer Science, or related discipline.

● 3–5 years of IT support and infrastructure experience, including Tier 2/3 troubleshooting.

● Proficiency in operating systems (Windows, macOS, Linux), enterprise applications, and networking fundamentals.

● Hands-on experience with system administration (Active Directory, M365, identity and access management).

● Strong analytical and troubleshooting skills with the ability to manage escalations independently.

Preferences

● Professional certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Administrator, or Cisco CCNA.

● Experience with Power Automate or other automation platforms.

● Experience with Powershell or other scripting languages.

● Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms (Azure, AWS, or GCP).

● Knowledge of endpoint management tools (e.g., Intune, Jamf, SCCM).

● Strong communication and mentoring skills to support junior IT staff.