IT Support Specialist

BTS; United States; Hybrid; USD 60,000 - 70,000; Full time

Job summary

BTS is seeking an IT Support Specialist to join our dynamic global IT support team. You will provide advanced technical assistance, troubleshoot complex issues, and deliver solutions for end users within our organization.

The ideal candidate possesses strong problem-solving skills, a customer-service mindset, and a willingness to travel periodically to other US offices in a hybrid work setup.

Qualifications

• 2 years of experience in IT support or similar role.
• Experience supporting Windows & macOS environments.
• Experience with Active Directory, Exchange and Office 365; Entra management.
• IT certifications preferred but not required.
• Willingness to periodically travel to other US offices.

Responsibilities

• Provide advanced technical assistance and troubleshooting for hardware, software, network, and system issues.
• Assist end users via remote desktop, phone, or in-person; conduct basic user training.
• Analyze and resolve complex technical problems; document incidents and solutions; escalate when necessary.
• Assist in maintenance of IT systems, servers, workstations, and network infrastructure; monitor performance.

Skills

Troubleshooting

Customer service

Remote support

Active Directory

Office 365

Networking basics

Tools

Active Directory

Office 365

Entra

DNS

DHCP

VPN

Job description

Location Phoenix with hybrid expectations of 75 on site and routine travel to our San Francisco office

Who We Are BTS is a consultancy specializing in the people side of strategy For over three decades weve been designing powerful experiences that have a profound and lasting impact on businesses and their people We help the worlds leading companies turn strategy into results Our next generation approach combines deep business knowledge with transformational development to help people and their company evolve together We equip leaders for tomorrow inspire new ways of thinking and build critical capabilities through targeted interventions including working sessions workshops offsites and more

What Youll Do at BTS

We are seeking a skilled and motivated IT Support Specialist to join our dynamic global IT support team This individual will be responsible for providing advanced technical assistance troubleshooting complex issues and offering solutions for end users within our organization The ideal candidate will possess a strong technical aptitude excellent problem solving skills and a passion for delivering exceptional customer service in a fast paced environment

Key Responsibilities

• Technical Support & Troubleshooting Provide support for hardware software network and system related issues Resolve issues related to operating systems applications and internal tools in a timely and efficient manner
• User Support & Training Offer support to end users via remote desktop phone or in person assisting with issues related to software installations configurations and general IT needs Conduct basic user training on software and hardware tools including new hire orientations
• Incident Management Analyze and resolve complex technical problems in a professional and efficient manner Document incidents and solutions in the ticketing system Ensure that tickets are escalated appropriately when necessary
• System Maintenance & Monitoring Assist in the maintenance and upkeep of IT systems servers workstations and network infrastructure as needed Proactively monitor systems and perform routine checks to ensure optimal performance
• Hardware & Software Setup Support the installation configuration and maintenance of hardware such as computers printers network devices and other peripherals Install upgrade and patch software applications to ensure security and functionality
• Collaboration with IT Team Work closely with other IT team members and departments to provide consistent and high quality support across the organization Provide technical guidance and mentorship to junior staff when required
• Documentation & Reporting Maintain accurate documentation for troubleshooting procedures software inventory and IT infrastructure Prepare regular reports on system performance and recurring issues

What Were Looking For

• Ability to periodically travel to other US offices
• Eligibility to work in the US permanently without sponsorship is required
• Certifications Preferred but not required
• CompTIA ACompTIA NetworkMicrosoft Certified Windows Server Fundamentals or related certificationsITIL Foundation desirable
• Experience2 years of experience in IT support or a similar role with a strong background in troubleshooting hardware and software issuesExperience supporting Windows & macOS environmentsExperience with Active Directory Exchange and Office 365Entra managementFamiliarity with networking concepts DNS DHCP TCPIP VPN etcExperience leveraging AI assisted tools eg copilots chatbots or automation platforms to enhance troubleshooting streamline ticket resolution and improve overall helpdesk efficiency
• Technical SkillsAdvanced knowledge of desktop operating systems Windows 1011 macOSProficiency in troubleshooting software and hardware issuesStrong understanding of network protocols and services eg TCPIP DNS DHCP VPNFamiliarity with server administration including backups patching and security protocols
• Soft SkillsExcellent communication and customer service skillsStrong problem solving abilities with a focus on delivering timely solutionsAbility to work independently and as part of a global teamStrong organizational and time management skills with the ability to prioritize and manage multiple tasks effectively

Salary Information Annual Salary Range 60000 70000 commensurate with experience