IT Support Specialist

Description

This is a direct-hire opportunity with our client in the Hartford, CT metro area. This position is onsite Monday-Friday. Applicants must be authorized to work in the U.S. without sponsorship.

Our client is seeking an IT Support Specialist to join its growing Help Desk team in Glastonbury, Connecticut. In this role, you will provide hands-on technical support to office employees, leadership, remote users, and construction project sites. You will troubleshoot hardware, software, access, endpoint, mobile-device, and Microsoft 365 issues while helping strengthen ticket documentation and IT service management practices. The ideal candidate has practical Help Desk experience, a strong customer-service mindset, and the ability to adapt as business and technology needs evolve. This position is primarily onsite and includes participation in an on-call rotation, occasional extended hours, and limited travel to project sites as needed.

Responsibilities

• Serve as a primary point of contact for IT incidents and service requests, providing responsive support in person, by phone, through Microsoft Teams, and with remote-support tools.

• Troubleshoot and resolve Level 1 issues while assisting with Level 2 and Level 3 requests based on experience and technical ability.

• Support Windows computers, Microsoft 365 applications, iPads, iPhones, printers, peripherals, and other common workplace technology.

• Create, document, update, and close tickets in Jira while maintaining accurate notes and following established ITSM processes.

• Support employee onboarding and offboarding, including account creation, access changes, permissions, licensing, equipment setup, and device recovery.

• Configure, deploy, maintain, and troubleshoot computers, mobile devices, software, and related equipment.

• Assist with Microsoft Intune, Active Directory, Microsoft 365, Teams, and other IT administration tools.

• Triage network, connectivity, and printer issues, escalating advanced infrastructure work to the appropriate internal or external resources.

• Support IT equipment procurement, deployment, inventory tracking, and lifecycle management.

• Follow security, access-control, data-protection, and equipment-handling policies.

• Help improve Help Desk documentation, ticket discipline, support metrics, and service-delivery practices.

• Balance scheduled ticket work with walk-up requests and urgent business needs.

• Participate in an on-call rotation and respond appropriately to urgent after-hours incidents.

• Provide occasional onsite support at construction or project locations, which may include short-term travel.

• Identify opportunities to improve processes, tools, documentation, and the overall end-user experience.

Qualifications

• At least six months to one year of professional IT Help Desk, service desk, desktop support, or IT administration experience.

• Practical understanding of incidents, service requests, ticket intake, prioritization, escalation, documentation, and resolution.

• Experience troubleshooting Windows endpoints, desktop computers, Microsoft 365, mobile devices, and common end-user technology.

• Experience using Jira or another comparable ticketing or IT service management platform.

• Ability to troubleshoot technical issues remotely by phone, Microsoft Teams, or a remote-support tool, as well as in person.

• Familiarity with user accounts, access permissions, software licensing, equipment provisioning, and onboarding and offboarding processes.

• Basic knowledge of networking, connectivity troubleshooting, and IT security practices.

• Strong communication, customer service, organization, and time-management skills.

• Resourceful and methodical approach to diagnosing unfamiliar technical issues.

• Ability to manage changing priorities, work independently, and remain accountable for assigned tickets.

• Willingness to work onsite in Glastonbury five days per week to start.

• Availability for an on-call rotation and occasional work outside standard business hours.

• Ability to lift, move, or transport IT equipment weighing up to 40 pounds.

• Ability to navigate active construction sites and wear required personal protective equipment when providing onsite support.

Preferred Skills

• Experience supporting macOS devices or administering devices through Jamf.

• Experience supporting mixed Windows and Mac environments.

• Familiarity with Microsoft Intune and Active Directory.

• Experience supporting iPads, iPhones, or other mobile devices.

• Previous experience in a structured Help Desk, service desk, or technical call-center environment.

• CompTIA A+ or another relevant IT support certification.

• Experience supporting remote offices, field teams, or construction project sites.

• Willingness to travel occasionally to project locations, including possible short-term travel to Texas.

• Interest in developing into Level 2 or Level 3 support, IT administration, systems administration, cybersecurity, or project-focused work.

Our Vetting Process

At Emergent Staffing, we work hard to find the candidates who are the right fit for our clients. Here are the steps of our vetting process for this position:

1. Application (5 minutes)

2. Online Assessment (40-60 minutes)

3. Initial Video Interview (30-45 minutes)

4. Client On-site Interview (60 minutes)

5. Job Offer!

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