IT Support Specialist (Client-Facing & Cross-Platform Support)

Position Summary
Our client is seeking a highly communicative, customer-focused, and versatile IT Support Specialist to serve as the front-line technical resource for end users. This role is ideal for someone who enjoys solving a wide variety of IT challenges rather than specializing in a single technology stack.The ideal candidate is a proactive problem solver who can confidently support users across multiple platforms, provide exceptional customer service, and leverage downtime to improve documentation, research emerging technologies, and identify process improvements.This is not a role for a deeply specialized Microsoft administrator or backend infrastructure engineer. Instead, we are looking for a well-rounded IT professional who can combine technical troubleshooting skills with outstanding communication and a genuine desire to help people.
Key ResponsibilitiesFront-Line Customer Support (30%)Serve as the first point of contact for users via phone, email, and ticketing systems.Deliver white-glove customer service with professionalism, patience, and empathy.Troubleshoot and resolve technical issues while clearly communicating solutions to non-technical users.De-escalate situations and build trust with end users.Take ownership of issues until full resolution.Cross-Platform Technical Support (25%)Provide Level 1 and Level 2 support across multiple operating systems and devices.Troubleshoot:Windows PCsmacOS devicesiPhones and iPadsAndroid devicesPrinters and peripheralsBasic networking equipmentAssist users with workstation setup, device configuration, and connectivity issues.Continuous Improvement & Technology Exploration (20%)Utilize periods of lower ticket volume to:Research AI tools and technology trends.Test and evaluate new software solutions.Develop and improve internal documentation.Create Standard Operating Procedures (SOPs).Recommend process improvements and automation opportunities.Endpoint & Account Administration (15%)Support onboarding and offboarding activities.Provision accounts, devices, licenses, and access permissions.Monitor and maintain endpoint health using Remote Monitoring and Management (RMM) tools.Proactively identify and resolve issues before they impact end users.Assist with device migrations and asset management initiatives.Basic Microsoft 365 & Automation Support (10%)Perform administrative tasks within Microsoft 365, including:Password resetsUser account managementLicense assignmentBasic Entra ID administrationUtilize PowerShell scripts and automation tools when appropriate.Leverage AI tools such as Copilot, ChatGPT, Claude, or Gemini to improve efficiency and problem-solving.
Required Qualifications
Communication ExcellenceNear-native or fluent English communication skills.Clear pronunciation and professional phone presence.Ability to explain technical concepts in simple, user-friendly language.Strong listening and interpersonal skills.Customer Service MindsetProven experience in customer-facing IT support roles.Ability to remain calm under pressure.Demonstrated empathy and strong de-escalation skills.Ownership mentality and accountability for outcomes.Broad Technical KnowledgeExperience supporting multiple platforms and operating systems.Hands-on troubleshooting experience with:WindowsmacOSiOSAndroidPrintersBasic networkingFamiliarity with ticket management systems and remote support tools.Growth-Oriented MentalityNaturally curious and resourceful.Strong self-learning capabilities.Comfortable researching unfamiliar technologies.Willingness to experiment, test, and continuously improve processes.Preferred QualificationsExperience with:Microsoft 365 AdministrationEntra IDIntunePurviewGoogle WorkspaceAtera RMM or similar monitoring platformsBasic PowerShell scripting knowledge.Experience supporting compliance-driven environments.Exposure to:HIPAASOC 2PCIFINRAPII/PHI security practicesExperience with UniFi networking equipment.
What Success Looks Like
The successful candidate will:
Deliver exceptional customer experiences.Communicate confidently and professionally in English.Resolve a wide range of technical issues across different platforms.Take initiative during slower periods to improve operations.Embrace AI and emerging technologies as productivity tools.Continuously learn and grow within the role.Become the trusted "IT Hero" that users rely on when they need help.

Ideal Candidate Profile
✅ Strong communicator first, technician second ✅ Broad IT support experience vs. deep specialization in one technology ✅ Comfortable supporting Windows, Mac, mobile devices, printers, and end users ✅ Customer-service oriented with excellent phone skills ✅ Self-starter who researches solutions independently ✅ Interested in AI, automation, and process improvement ✅ Experience with onboarding, offboarding, endpoint management, and compliance environments