IT Support Specialist (Tier 1) – Windows & macOS | Training

Hidden Jobs

United States

Remote

USD 52,000 - 57,000

Full time

3 days ago

Be an early applicant

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

HSA

Disability

Life and AD&D

Paid family leave

PTO

Job summary

doma is seeking an early‑career IT support specialist to provide responsive Tier 1 help across a hybrid Windows and macOS environment. This contract, 40‑hour week, offers structured training, hands‑on mentoring, and exposure to IT operations and cybersecurity.

You will be the first contact via Freshservice, email, Teams, and phone, troubleshoot hardware/software issues, assist Tier 2 under guidance, and support onboarding and access management while contributing to auditable records.

Qualifications

Approximately one to two years of relevant IT support experience.
Working knowledge of Windows and macOS troubleshooting, Microsoft 365, VPN, Wi‑Fi, DNS, and remote access.
Awareness of ITIL practices and foundational security concepts such as least privilege, MFA, and phishing prevention.
Strong customer‑service instincts with discretion to support executives and users handling sensitive information.

Responsibilities

Serve as the first point of contact for IT requests and incidents through Freshservice, email, Microsoft Teams, and phone.
Troubleshoot and resolve Tier 1 issues involving hardware, software, Windows and macOS devices, Microsoft 365, connectivity, VPN, and access.
Assist with selected Tier 2 issues under guidance, documenting diagnosis and outcome.
Support onboarding and offboarding by preparing devices, coordinating account creation, enrolling multifactor authentication, handling asset recovery, and tracking equipment in Snipe-IT.
Fulfill access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes, escalating high-impact or security-sensitive issues through defined paths.
Record troubleshooting steps in the ITSM, contribute knowledge articles and FAQs, and partner with HR and IT leadership to keep access records auditable.