IT Support Specialist

Tactex Recruiting Advisors; United States; On-site; USD 65,000 - 75,000; Full time

Job summary

Tactex Recruiting Advisors, on behalf of a Commercial Real Estate Investment Firm, seeks an IT Support Specialist to resolve hardware, software, and network issues across Windows and macOS in a 100% remote environment. The ideal candidate will have at least 3 years in help desk, strong communication, documentation habits, and familiarity with Microsoft 365, Google Workspace, and AD/Azure.

This role emphasizes customer service, proactive problem solving, and the ability to manage multiple tickets

Qualifications

• Minimum of 3 years in a help desk or service desk role.
• Experience supporting Windows and macOS.
• Detail-oriented with strong documentation habits.
• Familiarity with Active Directory, user accounts, and basic networking.

Responsibilities

• Provide end-user IT support via phone, email, and remote tools.
• Install, configure, and troubleshoot hardware and software on Windows and macOS.
• Manage user accounts and permissions in AD and cloud services.
• Respond to tickets within established SLAs and maintain clear documentation.

Skills

Windows

macOS

Help desk

Customer service

Documentation

Communication

Time management

Empathy and patience

Education

Bachelor's degree in IT or related field

Tools

Microsoft 365

Google Workspace

Active Directory

Intune

Azure AD

PowerShell

Job description

Tactex Recruiting Advisors is a recruiting company, and we're working on behalf of a Commercial Real Estate Investment Firm who's looking for a talented and high-character IT Support Specialist.

• Do you have at least 3 years in a help desk, service desk, or similar role?
• Do you have proven experience supporting both Windows and macOS?
• Are you detail-oriented, with strong documentation habits?
• Are you familiar with Active Directory, user account management, and basic networking concepts?
• Do you enjoy communicating and building rapport with staff as you resolve problems with empathy and patience?
• Do you thrive in a fast-paced, complex environment where you can independently manage and prioritize multiple support tickets?

Then you might be the perfect fit!

For our new IT Support Specialist, we are seeking someone who's resourceful and service-oriented to join the Information Technology (IT) team. The overall goal of this position is to empower our investors, industry partners, and our team to be secure, free, and generous by serving as the primary point of contact for comprehensive technical support across our diverse user base. This encompasses effectively resolving hardware, software, and network-related issues in user computers across both Windows and macOS environments. The ideal candidate is organized, proactive, detail-oriented, and enjoys solving problems and working collaboratively to accomplish challenging goals.

Want to join a growing company with a solid, high-character team that treats you well?

At Tactex Recruiting Advisors, we had a 4+ year relationship with this Client Firm and can vouch for their character and culture. They're different than most companies who say they live by their values. This Client Firm truly cares for their people, they have an outstanding vision and mission, and they encourage growth in the company for those that exceed expectations!

Location: 100% Remote.

Pay Range: $65k-75k

Responsibilities:

End-user Support and Service Desk

• Install, configure, and troubleshoot computer hardware, software, printers, peripherals, and mobile devices in both Windows and macOS environments, including issues with malware, access, and network connectivity.
• Respond to and resolve help desk tickets within established SLAs using the ticketing platform, as well as requests received through email and phone.
• Provide remote technical support to end users via phone, email, and remote assistance tools.
• Demonstrate excellent customer service by providing regular status updates and timely resolutions.
• Troubleshoot networking issues, including the inability to access network shares, printers, or the internet.
• Respond to malware and virus alerts and provide remediation support as needed.
• Escalate complex technical issues to senior IT team members, other teams, or vendors as necessary, and serve as a technical escalation point for complex, cross-platform issues involving Microsoft 365, Azure AD, and legacy systems.
• Ensure proper recording, documentation, and closure of all reported issues, and that resolutions meet organizational standards for quality and completeness.
• Create and maintain help desk knowledge base articles to improve team efficiency.

Systems, Accounts, and Cloud Administration

• Provide user account administration, including creating users in Active Directory and Microsoft 365, resetting passwords, managing permissions, and configuring drive mappings.
• Set up, configure, and troubleshoot Microsoft 365 applications and services, including Outlook, Teams, SharePoint, Exchange Online, and Intune, as well as other business software.
• Support Google Workspace services, including Gmail, Drive, and Calendar, as needed.
• Provide support and training for third-party programs and utilities, including collaboration and productivity platforms such as Zoom, Webex, and Acrobat.
• Assist with the administration of Azure cloud environments, including virtual machines, networking, remote access, and related projects.
• Provide technical support for the VOIP phone system, including setup, troubleshooting, and user training.
• Utilize PowerShell to automate and streamline administrative tasks where applicable.

Security, Asset, and Lifecycle Management

• Monitor IT services, workstations, and applications for performance and potential issues, and address them proactively.
• Ensure workstations have all required agents installed and functioning properly, including EDR, remote administration, inventory, and Azure agents.
• Ensure company requirements for workstation encryption, antivirus, firewall, backup, configuration, and patching are maintained and remediated when necessary.
• Ensure all servers and workstations comply with security patching policies and remain up to date with the latest updates.
• Schedule and conduct regular maintenance on workstations.
• Maintain accurate asset inventory and hardware lifecycle tracking in associated systems, monitor software licenses, and ensure that enough workstations are available to meet demand.
• Recommend standard laptop models that fit users’ needs, and configure, deploy, and deliver workstations following the prescribed refresh schedule.
• Coordinate hardware approvals, procurement, shipping, and logistics with vendors and end users.
• Support onboarding and offboarding processes, including laptop setup, account provisioning, data backup, software configuration, and equipment retrieval.

Documentation, Projects, and Collaboration

• Maintain and update detailed documentation for configurations, processes, and project work to support long-term team efficiency and knowledge continuity.
• Participate in IT projects as assigned, providing technical support and end-user-facing implementation assistance.
• Work collaboratively with teams across the organization to deliver responsive, high-quality technical support.
• Travel to the main or satellite offices as needed.
• Perform other duties and special projects as needed.

Requirements:

• Minimum of 3 years in a help desk, service desk, or similar role, with proven experience supporting both Windows and macOS.
• Strong troubleshooting and critical thinking skills, with the ability to diagnose technical problems independently.
• Experience with Microsoft 365 and Google Workspace administration.
• Familiarity with Active Directory, user account management, and basic networking concepts.
• Excellent written and verbal communication skills, with the ability to convey technical information to end users with varying degrees of technical understanding.
• Ability to provide white glove service and build rapport with staff with empathy and patience.
• Well-spoken, organized, detail-oriented, dependable, and flexible, with strong documentation habits.
• Ability to work in a fast-paced, complex environment and to independently manage and prioritize multiple support tickets.
• Comfortable working with minimal supervision, including in a fully remote environment.
• Passion for teamwork and problem-solving, with a desire to train and grow professionally.
• Self-motivated, accountable, and proactive with a strong sense of urgency and commitment to accomplishing goals.
• Experience with endpoint management, inventory, and EDR tools such as Intune, ManageEngine, or similar platforms is a plus.
• Experience using PowerShell to automate administrative tasks is a plus.
• Bachelor’s degree in IT or a similar field preferred; Microsoft Certified Professional, CompTIA A+, or similar certifications are a plus but not required.