IT Support Specialist

Top Prospect Group - Attleboro, MA

Full-time - Entry Level

Hybrid - Attleboro, MA

Administrative and Support Services

About the position

The IT Support Specialist will be a key member of the IT team, responsible for providing technical support and troubleshooting for Windows operating systems, Active Directory, and various software applications. This role involves both on-site and remote support, ensuring that end-users receive timely assistance with their IT-related issues. The ideal candidate will have a strong background in IT support and a passion for solving complex technical problems.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for Windows OS, Active Directory, and software-related issues to end-users both on-site and remotely.
• Perform user account management in Active Directory, including creating, modifying, and disabling user accounts, as well as managing group memberships and permissions.
• Troubleshoot and resolve issues related to Windows operating systems (Windows 10, 11).
• Assist users with software installations, updates, and configurations, ensuring compatibility and functionality.
• Conduct regular system maintenance tasks, including updates, patches, and performance optimizations for desktops and laptops.
• Support Microsoft Office 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Diagnose and resolve network-related issues, including connectivity problems, DNS, DHCP, and printer configurations.
• Manage and maintain endpoint security tools (antivirus, anti-malware).
• Create and maintain detailed documentation of processes, common issues, and resolutions.
• Collaborate with other IT team members on projects, such as system upgrades, migrations, and deployments.

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT support, desktop support, or a similar role.
• Strong expertise in Windows operating systems (Windows 10, 11) and Windows Server environments.
• Proficient in Active Directory administration, including user and group management, GPO, and OU structure.
• Experience with Office 365 administration and troubleshooting.
• Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop).
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Strong software troubleshooting skills with a variety of applications, including common business and productivity software.
• Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.

Nice-to-haves

• Experience with PowerShell scripting for automation and system administration tasks.
• Familiarity with IT service management tools (e.g., ServiceNow, Jira, Zendesk).
• Understanding of endpoint management tools (e.g., Microsoft Intune, SCCM).
• Experience with backup solutions and disaster recovery processes.