L1 IT Support Specialist — End-User Tech Help

JoVE

United States

Hybrid

USD 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation package with,

Direct impact on accelerating science

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Job summary

JoVE is seeking an experienced L1 IT Specialist to provide responsive, hands-on technical support to JoVE employees across a distributed work environment. This role focuses on end-user and deskside support, including troubleshooting laptops, desktops, peripherals, software, user accounts, connectivity, and collaboration tools.

The L1 IT Specialist will own routine requests through resolution, document work clearly, and elevate complex issues when needed.

Qualifications

3+ years of demonstrable experience in IT help desk, desktop support, deskside support, or a similar end-user technical support role.
Strong troubleshooting skills for laptops, desktops, operating systems, applications, peripherals, and common end-user technology issues.
Working knowledge of Windows 10/11 and macOS, with the ability to install, configure, update, and troubleshoot end-user devices.
Working knowledge of Microsoft 365 and Google Workspace applications and common collaboration tools.
Ability to diagnose basic network and remote-access issues involving Wi-Fi, VPN, TCP/IP, DNS, and DHCP.
Experience with employee onboarding/offboarding, device deployment, account administration, MFA, permissions, and software installation.
Experience with ticketing/ITSM platforms such as Zendesk, Jira Service Management, ServiceNow, or Salesforce.
Strong customer-service mindset with excellent verbal and written English communication skills.
Ability to explain technical concepts and troubleshooting steps clearly to both technical and non-technical users.
Strong attention to detail, documentation habits, prioritization skills, and ability to manage multiple support requests.
Basic understanding of IT service-management concepts, SLAs, KPIs, escalation practices, and ITIL.
Computer Science, Information Technology, or related degree/diploma, or equivalent practical experience.

Responsibilities

Provide Level 1 technical support to employees through the ticketing system, remote support channels, and hands-on/deskside support when applicable.
Troubleshoot and resolve common hardware, software, operating system, peripheral, printing, audio/video, and connectivity issues.
Set up, configure, deploy, replace, and maintain laptops, desktops, monitors, mobile devices, printers, and other end-user equipment.
Support Windows and macOS environments, standard productivity applications, browsers, email, collaboration tools, and remote-access tools.
Diagnose basic network and connectivity issues, including Wi-Fi, VPN, TCP/IP, DNS, and DHCP, and elevate infrastructure issues when required.
Support employee onboarding and offboarding, including device preparation, account provisioning/deprovisioning, access changes, software installation, and equipment recovery.
Perform routine user and access administration, including password resets, MFA enrollment, group membership, distribution lists, licenses, and approved permissions.
Support and troubleshoot business phone/VoIP systems, including user provisioning, device/application setup, call-quality issues, and basic configuration for platforms such as GCF, RingCentral, 8x8, or similar solutions.
Log, prioritize, update, and resolve support tickets within established SLAs; maintain clear troubleshooting notes, resolution details, and escalation information.
Maintain accurate IT asset and inventory records, including device assignments, replacements, returns, repairs, and spare equipment.
Follow IT security, access-control, data-protection, change-management, and support procedures; elevate suspected security issues promptly.
Create and maintain support documentation, knowledge-base articles, setup instructions, and standard troubleshooting procedures.
Coordinate hardware repairs, warranty/vendor support, and equipment replacements as needed; perform other IT support duties assigned by the Team Manager.
3+ years of demonstrable experience in IT help desk, desktop support, deskside support, or a similar end-user technical support role.
Strong troubleshooting skills for laptops, desktops, operating systems, applications, peripherals, and common end-user technology issues.
Working knowledge of Windows 10/11 and macOS, with the ability to install, configure, update, and troubleshoot end-user devices.
Working knowledge of Microsoft 365 and Google Workspace applications and common collaboration tools.
Ability to diagnose basic network and remote-access issues involving Wi-Fi, VPN, TCP/IP, DNS, and DHCP.
Experience with employee onboarding/offboarding, device deployment, account administration, MFA, permissions, and software installation.
Experience with ticketing/ITSM platforms such as Zendesk, Jira Service Management, ServiceNow, or Salesforce.
Strong customer-service mindset with excellent verbal and written English communication skills.
Ability to explain technical concepts and troubleshooting steps clearly to both technical and non-technical users.
Strong attention to detail, documentation habits, prioritization skills, and ability to manage multiple support requests.
Basic understanding of IT service-management concepts, SLAs, KPIs, escalation practices, and ITIL.
Ability to work independently on routine incidents while recognizing when an issue should be escalated.
Computer Science, Information Technology, or related degree/diploma, or equivalent practical experience.