IT Support Specialist - End-User Tech & Onboarding

Idea Nuova Inc.

New York (NY)

Hybrid

USD 60,000 - 80,000

Full time

2 hours ago

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Benefits offered by this job

Health and Wellness benefits

401k with matching

Paid time off & holidays

Job summary

Net at Work in New York City is seeking an Internal IT Support Specialist to join our fast-paced internal IT team. You will deliver professional, positive, and reliable end-user support across the organization.

The role includes on-site NYC office and remote support, managing devices and accounts in Entra ID/Azure AD, and maintaining documentation. A strong customer-service mindset and solid troubleshooting skills are essential for success.

Qualifications

Minimum of 3 years of experience in an end-user-facing technical support role.
Bachelor’s degree in a related technical discipline, or equivalent training and experience, preferred.
Strong troubleshooting, analytical, and problem-solving skills.
Hands-on experience supporting Windows 11, macOS, iOS, and Android devices.
Basic experience with Windows Server, Active Directory, Group Policy, Microsoft 365, Azure, user accounts, groups, and permissions.
Hands-on experience with cybersecurity solutions, including antivirus and/or EDR endpoint protection tools.
Ability to diagnose and resolve hardware, software, connectivity, and access-related issues both on-site in our NYC office and remotely using remote support tools.
Experience setting up and troubleshooting printers and multifunction devices.
Experience with desktop and laptop hardware upgrades; server hardware experience is a plus.
Experience with desktop imaging software is a plus.
Ability to prioritize tasks, manage time effectively, and work in a fast-paced support environment.
Basic cybersecurity awareness and understanding of secure IT practices.
Excellent written and verbal communication skills with a service-oriented mindset.
Ability to explain technical topics clearly to non-technical users.
Strong documentation skills, including the ability to create and maintain clear technical procedures and support notes.
Microsoft, VMware, Cisco, Citrix, or security-related certifications are a plus.

Responsibilities

Provide on-site support in our NYC office and remote support to employees across the organization.
Support Windows laptops, workstations, mobile devices, printers, meeting rooms, video-conferencing solutions, peripherals, and other end-user technologies.
Respond to end-user tickets and service requests in a timely, professional, and customer-focused manner.
Handle incidents and service requests through the IT ticketing system, ensuring proper tracking, documentation, and follow-up.
Manage user accounts, groups, permissions, and access in Microsoft Entra ID / Azure AD and Active Directory.
Support employee onboarding, role changes, and offboarding processes in line with internal policies and security requirements.
Install, configure, troubleshoot, and maintain end-user applications and technologies, including Outlook, Teams, OneDrive, Office apps, VoIP, antivirus, and EDR tools.
Prepare, configure, manage, and hand over IT equipment to new and existing employees according to best practices and internal standards.
Utilize MSP tools for remote access, monitoring, and centralized endpoint management.
Escalate complex technical issues to infrastructure, security, or external vendor teams when appropriate, while maintaining ownership and communication with end users.
Create, maintain, and update technical documentation, including user guides, internal playbooks, troubleshooting procedures, and knowledge base articles.
Ensure a high level of end-user satisfaction through excellent communication, professionalism, ownership, and a proactive service mindset.
Participate in regular Internal IT department meetings and contribute to continuous improvement of IT support processes.
Stay current with industry trends, technology updates, and best practices relevant to IT support and end-user services.