Onsite IT Support Specialist | Help Desk & End-User Tech

Emergent Software, LLC

Hartford (CT)

On-site

USD 46,000 - 58,000

Full time

6 days ago

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Job summary

Emergent Software, LLC seeks an IT Support Specialist to join its growing Help Desk team in Glastonbury, Connecticut. This onsite role supports Windows, Microsoft 365, mobile devices, printers, and other end-user tech, with a focus on ticket documentation and ITSM practices.

You will be the primary contact for onsite and remote users, participate in an on-call rotation, and occasionally travel to project sites. Hands-on help desk experience and a customer-service mindset are essential.

Qualifications

Six months to one year of professional IT Help Desk or desktop support experience.
Understanding of incidents, service requests, ticket intake, escalation, and resolution.
Experience troubleshooting Windows endpoints, Microsoft 365, and mobile devices.
Experience using Jira or similar ITSM platforms.
Ability to troubleshoot remotely by phone, Teams, or remote tools and in person.
Familiarity with onboarding/offboarding processes and software licensing.
Strong communication, organization, and time-management skills.
Willingness to work onsite in Glastonbury five days per week to start.
Availability for on-call rotation and occasional after-hours work.
Ability to lift and move up to 40 pounds and navigate active construction sites.

Responsibilities

Serve as a primary point of contact for IT incidents and service requests, supporting in person, by phone, Teams, and remote tools.
Troubleshoot Level 1 issues and assist with Level 2/3 requests as able.
Support Windows computers, Microsoft 365 apps, iPads, iPhones, printers, and peripherals.
Create, document, update, and close tickets in Jira with accurate notes.
Assist with onboarding/offboarding including account creation and device provisioning.
Configure, deploy, maintain, and troubleshoot computers, mobile devices, and software.
Assist with Intune, Active Directory, Microsoft 365, Teams, and IT administration tools.
Triage network, connectivity, and printer issues; escalate complex infra work as needed.
Support IT equipment procurement, inventory tracking, and lifecycle management.
Follow security, access-control, and data-protection policies.
Improve Help Desk documentation, ticket discipline, and service-delivery metrics.
Balance scheduled tickets with walk-up requests and urgent business needs.
Participate in on-call rotation and respond to after-hours incidents.
Provide occasional onsite support at construction/project sites with limited travel.
Identify opportunities to improve processes, tools, and end-user experience.