IT Support Specialist

Ontario Trillium Foundation; Lehi (UT); Hybrid; USD 42,000 - 64,000; Full time

Job summary

The Ontario Trillium Foundation is seeking an IT Support Specialist to provide reliable assistance to internal and remote users, diagnosing issues and guiding resolution to minimize disruption.

This hybrid role supports devices, software, email, and desktop applications, documents incidents, and collaborates with teams to escalate time-sensitive problems when needed. You will communicate clearly and ensure a smooth user experience.

Responsibilities

• Provide first-level IT support to internal and remote users.
• Diagnose hardware, software, networking issues and guide users through troubleshooting.
• Document incidents with detailed notes in the help desk system.
• Support end-user devices, email configuration, and desktop applications.
• Escalate unresolved or time-sensitive issues to the appropriate team.
• Maintain clear, professional communication throughout the resolution process.

Job description

The Opportunity

The IT Support Specialist provides reliable support to internal and remote users by resolving hardware, software, networking, and other everyday IT challenges. You will accurately diagnose issues, document incidents, and help ensure timely resolutions so end users experience minimal disruption.

This role is a Hybrid position.

Key Responsibilities

• Receive, evaluate, and prioritize incoming incidents while providing first-level support to internal and remote users experiencing hardware, software, networking, or other IT-related issues.
• Ask clear questions to gather necessary information and guide users through basic troubleshooting steps to identify and resolve problems.
• Document incidents with accurate, detailed notes in the help desk ticketing system, and monitor progress until resolution.
• Support end-user systems, including installing and maintaining devices, configuring email and desktop applications, and handling related setup and support requests.
• Escalate unresolved, time-sensitive, or complex issues to the appropriate team or escalation tier.
• Maintain clear, professional communication with users throughout the entire support and resolution process.