IT Support Specialist – Device Support Services

Mission

Deliver exceptional, white-glove customer service by partnering with end users to resolve technical issues quickly and accurately while providing reliable, easy-to-understand solutions.

Position Summary

The IT Support Specialist is a customer-focused technical professional responsible for supporting and managing company desktops, laptops, mobile devices, and end-user applications. This role operates in a fast-paced support environment, providing hands-on troubleshooting, deployment, and device lifecycle management while maintaining high service standards and documentation accuracy.

Education (Preferred)

Bachelors degree or technical institute degree/certificate in Computer Science, Information Systems, or a related field

Experience Requirements

Minimum 2 years of Support Center experience in a fast-paced environment supporting desktops and laptops

Proven track record of consistently meeting service goals and performance metrics

At least 1 year of Windows Administration and Active Directory experience

Microsoft Certified Professional (MCP) and/or CompTIA certifications preferred

Key Performance Metrics

Success in this role is measured by:

• Customer Satisfaction (CSAT)

• Time to Close service requests and incidents

• Completion and contribution to Group Projects

Core Competencies

Honesty & Integrity — Builds trust, maintains confidentiality, and does what is right

Intelligence & Learning Agility — Quickly absorbs and applies new information

Attention to Detail — Ensures accuracy and completeness in all tasks

Enthusiasm — Demonstrates energy, passion, and a positive attitude

Organization & Planning — Effectively prioritizes and manages workload

Calm Under Pressure — Maintains performance during high-demand situations

Persistence — Demonstrates determination and follows through on commitments

Strong Work Ethic — Willing to go the extra mile to ensure success

Key Responsibilities

Customer & Support Services

Serve as a primary point of contact for end-user incidents and service requests via phone and email

Provide high-touch, white-glove customer service to internal users

Communicate technical information clearly to users with varying technical skill levels

Build and maintain strong relationships with customers and internal teams

Device Support & Deployment

Support, deploy, and maintain company desktops and laptops

Participate in building and maintaining gold images for endpoint devices

Configure Apple devices using AirWatch or Intune

Configure and troubleshoot hardware and peripherals (printers, monitors, docking stations, etc.)

Follow policies and procedures for device deployment and decommissioning

Systems & Application Support

• Support enterprise applications including:

• Office 365, Outlook, Edge, Chrome

• Email plug-ins

• CRM systems

• VPN and remote access tools

• Timekeeping and presentation software

Utilize device management tools to support users and application deployments

Endpoint Management

Maintain application packages for deployment through MECM/SCCM and Microsoft Intune

Support ongoing device support and endpoint management projects

Documentation & Process

• Document technical resolutions for knowledge sharing

• Accurately log all work in the ITSM system

• Serve as a Subject Matter Expert (SME) and team resource

• Cross-train team members and assist others as needed

Team & Operational Support

• Actively contribute as a member of the Device Support Services team

• Prioritize tasks and meet established deadlines

• Adapt to shifting priorities and support additional tasks as assigned

• Participate in group projects and team initiatives

Be flexible to support business needs, including occasional nights and weekends

Work Environment

This role operates in a dynamic, service-oriented IT environment that values responsiveness, teamwork, and technical excellence.