Tech Specialist | IT Support & Systems Administration

🎯 Role Definition

As a Tech Specialist, you are the primary point of contact for all internal technology needs. You will be responsible for maintaining and improving our IT infrastructure, from end-user hardware and software to core network and cloud services. This role is a blend of hands-on technical support, systems administration, and project participation, requiring a versatile skill set and a customer-first approach. You will empower our team by providing them with the tools and support they need to succeed, directly contributing to the company's overall productivity and innovation.

📈 Career Progression

Typical Career Path

Entry Point From:

Help Desk Technician
IT Support Analyst
Junior Systems Administrator

Advancement To:

Senior Tech Specialist / IT Generalist
Systems Administrator / Network Administrator
IT Manager

Lateral Moves:

Cybersecurity Analyst
Cloud Engineer
DevOps Engineer

Core Responsibilities

Primary Functions

Provide comprehensive Tier 1 and Tier 2 technical support for hardware, software, and network issues to all end-users via tickets, chat, and in-person interactions.
Manage the entire lifecycle of employee hardware, including the procurement, provisioning, deployment, maintenance, and secure decommissioning of laptops (Mac/PC), desktops, and mobile devices.
Administer and support our core business applications and SaaS platforms, such as Microsoft 365/Google Workspace, Slack, Zoom, Atlassian Suite, and other collaboration tools.
Troubleshoot and resolve complex hardware failures, software errors, system crashes, and network connectivity problems in a timely and efficient manner to minimize user downtime.
Onboard new hires by setting up their user accounts, configuring their equipment, and providing a thorough IT orientation and training on company systems and best practices.
Maintain a meticulous and accurate inventory of all IT assets, including hardware, software licenses, and peripherals, using our designated asset management system.
Develop, update, and maintain detailed technical documentation, knowledge base articles, and user-friendly guides for common issues and standard operating procedures.
Administer user accounts, groups, and permissions across various systems, ensuring compliance with security policies using platforms like Active Directory, Azure AD, or Okta.
Perform regular system maintenance, including software updates, security patch management, and system configurations to ensure the health and integrity of our endpoints and servers.
Proactively monitor system and network performance, identifying potential issues and implementing solutions to prevent service interruptions and performance degradation.
Assist in the management and troubleshooting of our network infrastructure, including switches, routers, firewalls, and wireless access points.
Respond to, manage, and prioritize incoming support tickets within an ITSM platform (e.g., Jira Service Management, ServiceNow), meeting or exceeding SLA targets.
Provide expert A/V support for company meetings, conference rooms, and virtual/hybrid all-hands events, ensuring the seamless operation of video conferencing equipment and software.
Actively participate in cross-functional IT projects, such as office expansions or relocations, major system migrations, new software rollouts, and infrastructure upgrades.
Enforce IT security policies and procedures, assisting with internal security audits and educating users on best practices for data protection and threat prevention.
Manage and troubleshoot corporate mobile devices (iOS/Android) using Mobile Device Management (MDM) solutions like Jamf, Microsoft Intune, or Workspace ONE.
Configure, deploy, and manage endpoint protection software (antivirus/anti-malware) to safeguard all company assets from emerging cyber threats.
Support and help maintain our data backup and disaster recovery solutions, performing regular tests to ensure data integrity and restorability.
Collaborate effectively with senior IT staff and external vendors to escalate and resolve complex technical issues that are beyond the scope of your immediate expertise.
Evaluate and recommend new technologies, hardware, and software solutions that can enhance operational efficiency, security, and the overall end-user experience.
Automate repetitive IT tasks and administrative processes using scripting languages like PowerShell or Bash to improve team productivity and scalability.
Conduct user training sessions on new software, hardware, and IT policies to enhance digital literacy and adoption across the organization.

Secondary Functions

Support ad-hoc IT projects and strategic initiatives as directed by IT leadership.
Contribute to the continuous improvement of IT processes, service delivery, and customer satisfaction.
Collaborate with other departments (e.g., HR, Operations) to understand their technology needs and provide effective and scalable solutions.
Participate in an on-call rotation for after-hours emergency support as required to ensure business continuity.

Required Skills & Competencies

Hard Skills (Technical)

Deep proficiency in administering modern operating systems, including Windows 10/11, macOS, and optionally Linux distributions.
Strong experience with identity and access management (IAM) tools and concepts, including Active Directory, Azure AD, and/or Okta.
Expertise in supporting and administering cloud-based productivity suites like Microsoft 365 (including Teams, SharePoint, Intune) and/or Google Workspace.
A solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Hands-on experience with endpoint management and Mobile Device Management (MDM) platforms such as Jamf Pro, Microsoft Intune, or VMware Workspace ONE.
Proven ability to work within ITSM/helpdesk ticketing systems like Jira Service Management, ServiceNow, or Zendesk.
Foundational knowledge of scripting for automation (e.g., PowerShell, Bash, or Python) to streamline administrative tasks.
Experience with virtualization technologies (VMware, Hyper-V) and a basic understanding of cloud platforms (AWS, Azure, GCP).
Excellent skills in diagnosing and repairing hardware issues for laptops, desktops, and common peripherals.
A strong grasp of IT security principles, including endpoint protection, firewalls, email security, and data encryption.

Soft Skills

Exceptional problem-solving and critical-thinking abilities with a knack for troubleshooting complex issues methodically.
Excellent communication and interpersonal skills, with the ability to clearly explain technical concepts to non-technical colleagues.
A strong customer-centric mindset with a genuine passion for providing outstanding service and support.
A high degree of patience, empathy, and professionalism when interacting with users of all technical levels.
Proven ability to work independently with minimal supervision and collaboratively as a key member of a team.
Superior organizational and time-management skills, with the ability to prioritize competing tasks effectively in a fast-paced environment.
A proactive, curious, and self-motivated approach to continuous learning and professional development in the ever-evolving tech landscape.

Education & Experience

Educational Background

Minimum Education:

Associate's Degree in a technical field or equivalent practical experience and relevant certifications.

Preferred Education:

Bachelor's Degree in a relevant field of study.

Relevant Fields of Study:

Information Technology
Computer Science
Management Information Systems

Experience Requirements

Typical Experience Range:

3-5 years of progressive experience in an IT support, help desk, or systems administration role.

Preferred:

Experience working in a fast-paced, high-growth technology or corporate environment.
Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or Jamf Certified Tech are highly desirable.