IT Support Specialist

van den Boom & Associates is a US-based firm. vdBA SecureOps is building a security-led managed services practice for life sciences clients. The IT Support Specialist is the firm's frontline technology support resource, making sure our employees and clients have reliable, effective, and responsive support for the systems, tools, and devices they rely on. This role blends hands-on help desk work, device and application management, and IT onboarding/offboarding — an ideal fit for a technically skilled, customer-focused problem-solver eager to grow in a technically sophisticated professional services environment. Check out our website to learn more: https://vandenboomassociates.com/ WORK SCHEDULE: 7:30 AM – 4:30 PM US PDT (night shift) POSITION TYPE: Full-time WORK ARRANGEMENT: Onsite M-F, office in Taguig. Must have less than a 1-hour commute to the office in BGC. ## 💻 ROLE RESPONSIBILITIES IT Help Desk & End-User Support
- Serve as primary frontline IT support resource, responding to and resolving employee technology issues across hardware, software, network connectivity, and application access in a timely, professional, and effective manner.
- Manage and maintain IT help desk ticketing systems, ensuring all support requests are logged, prioritized, assigned, and resolved within established SLAs.
- Provide remote and on-site technical support to employees and clients across all levels (entry through executive).
- Escalate complex or unresolved issues with thorough documentation and troubleshooting notes to speed resolution.
- Maintain a comprehensive knowledge base of common issues, troubleshooting guides, and self-service resources that empower customers to resolve routine issues independently. Hardware & Device Management
- Manage endpoint device fleet — laptops, desktops, mobile devices, printers, and peripherals — ensuring all devices are properly configured, maintained, and functioning.
- Coordinate hardware procurement, setup, imaging, and deployment for new hires, device replacements, and technology refresh cycles.
- Maintain accurate, up-to-date records of all hardware assets, software licenses, and technology inventory.
- Perform routine hardware maintenance, diagnostics, and repairs, coordinating with external vendors for warranty service or advanced issues as needed.
- Manage the secure disposal and decommissioning of retired hardware in accordance with data security policies. Software & Application Support
- Provide installation, configuration, and troubleshooting support for all standard applications, including Microsoft 365, practice management platforms, document management systems, and collaboration tools.
- Manage user accounts, access permissions, and software licenses across all firm applications, ensuring appropriate and current access to needed tools.
- Assist in the evaluation, testing, and rollout of new applications and system updates, coordinating communications and training for affected employees.
- Monitor software license compliance and support in managing vendor relationships and renewal cycles. IT Onboarding & Offboarding
- Execute the IT onboarding process for all new employees — setting up devices, configuring accounts, granting system access, and providing technology orientation, so new hires are productive from day one.
- Execute the IT offboarding process for departing employees — revoking access, retrieving equipment, and completing all offboarding steps accurately and on time per policies.
- Maintain and continuously improve onboarding/offboarding checklists, process documentation, and asset tracking records. Network & Infrastructure Support
- Assist in monitoring and maintaining the network infrastructure, including Wi-Fi, VPN, and connectivity systems, escalating issues as needed.
- Support management of cloud environments and SaaS platforms, including basic administration and user access management.
- Assist with backup and disaster recovery monitoring, promptly flagging failures or anomalies for escalation.
- Support with implementing and maintaining IT security tools, including endpoint protection, MFA, and email security systems. Cybersecurity Support
- Assist in implementing and enforcing cybersecurity policies and best practices, including monitoring for phishing attempts, unauthorized access, and other security incidents.
- Provide cybersecurity awareness support — distributing security communications, assisting with training, and responding to security questions.
- Assist in conducting routine security checks, vulnerability scans, and access reviews. ## ✅ ROLE SUPERPOWERS Required
- Bachelor's degree in Information Technology, Computer Science, or a related field — relevant experience may be considered in lieu of a degree.
- CompTIA A+, CompTIA Network+, or equivalent entry-level IT certification.
- Demonstrated experience managing end-user support, hardware deployment, and software troubleshooting across a multi-user environment at a MSP.
- Experience with Microsoft 365 administration and cloud-based application support, including Exchange Online, SharePoint, Teams, and Azure AD.
- Familiarity with IT help desk ticketing systems and ITSM processes.
- Strong written and verbal communication, able to document issues, solutions, and processes clearly and thoroughly.
- Highly organized and detail-oriented, able to manage multiple open tickets, hardware tasks, and projects simultaneously.
- High degree of discretion, integrity, and professionalism handling sensitive firm data, credentials, and security information. Preferred
- Experience providing IT support in a professional services, accounting, or advisory firm.
- Microsoft 365 Certified: Fundamentals or equivalent; CompTIA Security+ or equivalent cybersecurity certification.
- Experience with endpoint management tools (e.g., Microsoft Intune, Jamf).
- Familiarity with network administration basics, including Wi-Fi, VPN, and DNS.
- Experience with IT help desk platforms (e.g., ServiceNow, Zendesk, Jira Service Management).
- Basic familiarity with cloud platforms (e.g., Azure, AWS) and with backup/disaster recovery tools.
- Exposure to cybersecurity tools and practices.
- Experience serving life sciences, healthcare, or other regulated industries. What We're Looking For
- A customer-focused technician with a genuine commitment to prompt, professional, and effective support for customers.
- Proactive and self-motivated, anticipating common issues and preventing problems before they affect operations.
- Adaptable and resilient, comfortable in a fast-paced environment where priorities shift quickly.
- A fast learner who is energetic and eager to grow within the IT field and stay current on technology and security best practices.