IT Support Specialist

TalentHop; United States; On-site; USD 32,000 - 41,000; Full time

Job summary

TalentHop in the United States is seeking an IT Support Specialist to deliver advanced technical support within our managed services team. You will investigate escalated issues, troubleshoot beyond KBs, and work with engineering to resolve problems across Windows, networks, and virtualization.

You will handle user accounts, MFA, remote support, and documentation, while maintaining service quality across environments.

Qualifications

• Three years of professional IT support experience in a managed services or multi-customer environment.
• Ability to troubleshoot beyond scripted KB procedures.
• Strong knowledge of Windows, networking, and Microsoft technologies.
• Experience with virtual desktops or hosted app environments.
• Familiarity with IT service management platforms.
• Excellent communication and organizational skills.
• Technical certifications are advantageous but not required.
• Ability to work after-hours as needed.

Responsibilities

• Investigate and resolve escalated issues across applications, operating systems, virtual desktops, authentication, networking, and endpoints.
• Apply thorough troubleshooting methods to identify root causes rather than temporary fixes.
• Deliver professional customer support via phone, email, chat, remote sessions, and IT service management tools.
• Review and analyze ticket history and environmental context to determine next steps and elevate when necessary.
• Manage user accounts, access permissions, multi-factor authentication, and related onboarding/offboarding tasks.
• Configure and support hardware and software, including virtual desktops and cloud-hosted applications.
• Diagnose network issues involving connectivity, DNS, DHCP, and VLANs, escalating complex problems appropriately.
• Monitor alerts and events, responding with investigation, ticketing, or escalation as needed.
• Develop familiarity with customer environments to identify improvements and prevent recurring issues.
• Document all support activities comprehensively in the service management platform.
• Create and maintain knowledge base articles and support cross-training initiatives.
• Perform approved application upgrades, maintenance, and after-hours support activities as required.

Skills

Windows OS

Active Directory

Microsoft 365

TCP/IP

DNS

DHCP

Remote support

Troubleshooting

Customer communication

Documentation

Education

Associate degree in IT

High school diploma

Tools

VMware Horizon

Citrix

RDS

VMware vSphere

Windows Server

Group Policy

RMM tools

Backup solutions

VoIP

MDM

Job description

The organization operates within the managed IT services sector, addressing the need for specialized technical support beyond first-line assistance. It supports a diverse range of client environments by delivering expert resolution of complex IT issues, including infrastructure and virtual desktop management, network troubleshooting, and access control. The team focuses on maintaining service quality across multiple technologies and platforms, aiming to enhance client operational efficiency through proactive and in-depth technical support.

About the Opportunity:

The IT SUPPORT SPECIALIST role is designed to provide advanced technical support within the managed services team. This position is responsible for investigating and resolving escalated technical issues that require deeper analysis than typical frontline support. The role contributes to maintaining and improving client IT environments by applying strong troubleshooting skills, managing infrastructure components, and collaborating with engineering teams to ensure comprehensive problem resolution.

Responsibilities:

• Investigate and resolve escalated technical issues across applications, operating systems, virtual desktops, authentication, networking, and endpoints.
• Apply thorough troubleshooting methods to identify root causes rather than temporary fixes.
• Deliver professional customer support via phone, email, chat, remote sessions, and IT service management tools.
• Review and analyze ticket history and environmental context to determine next steps and elevate when necessary.
• Manage user accounts, access permissions, multi-factor authentication, and related onboarding/offboarding tasks.
• Configure and support hardware and software, including virtual desktops and cloud-hosted applications.
• Diagnose network issues involving connectivity, DNS, DHCP, and VLANs, escalating complex problems appropriately.
• Monitor alerts and events, responding with investigation, ticketing, or escalation as needed.
• Develop familiarity with customer environments to identify improvements and prevent recurring issues.
• Document all support activities comprehensively in the service management platform.
• Create and maintain knowledge base articles and support cross-training initiatives.
• Perform approved application upgrades, maintenance, and after-hours support activities as required.

Requirements:

• High school diploma or equivalent required; Associate degree in IT or related field preferred.
• Minimum of three years professional IT support experience, ideally in a managed services or multi-customer environment.
• Proven ability to troubleshoot beyond scripted solutions and standard knowledge base procedures.
• Strong knowledge of Windows, Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, remote support tools, and IT service management platforms.
• Experience supporting virtual desktop or hosted application environments such as VMware Horizon, Citrix, or RDS.
• Familiarity with VMware, Hyper-V, Windows Server, Group Policy, RMM tools, backup solutions, VoIP, MDM, and network security appliances preferred.
• Demonstrated technical curiosity and commitment to expanding expertise in cloud infrastructure, virtualization, networking, automation, backup, security, and Microsoft technologies.
• Excellent communication, judgment, attention to detail, and ability to stay organized under pressure.
• Technical certifications (e.g., VCTA, VCP, CCNA, Microsoft) are advantageous but not required.

Pay Range and Compensation Package:

• $23.00 to $30.00 per hour

Equal Opportunity Statement:

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.