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Connection · 10 hours ago

IT Support Specialist

Waltham, MA

Full-time

Onsite

Mid Level

$68K/yr - $78K/yr

3+ years exp

Connection is a company that specializes in guiding the connection between people and technology. They are seeking an IT Support Specialist to provide advanced technical support, manage support tickets, and assist with cloud services, ensuring a high-quality service for end users.

ComputerEnterprise SoftwareGovernmentInformation ServicesInformation TechnologyService IndustrySoftware

No H1B

Responsibilities

Act as a escalation point for technical issues requiring advanced troubleshooting, root-cause analysis, or configuration work

Provide Daily technical support for end users both in-person and remotely, ensuring minimal downtime and quick problem resolution

Manage, investigate, and resolve support tickets using an AWS/Azure-based ticketing system, ensuring accurate documentation and timely follow-up

Handle advanced Office 365 administration, including user provisioning, license management, shared mailbox configuration, Teams/SharePoint support, and cross-platform troubleshooting

Support and troubleshoot the Salesforce platform, including login issues, permission/set configuration issues, UI problems, and connectivity challenges in a virtual environment

Perform deeper hardware and software diagnostics across PCs, laptops, printers, and peripherals-identifying and resolving recurring issues and recommending long-term fixes

Assist with virtual environment support, including remote desktop technologies, VPNs, cloud services, and user connectivity issues

Manage PC/laptop inventory, coordinate new device builds, imaging, deployment, and lifecycle management

Administer Active Directory (group policies, OU management, account adjustments, password resets, and permissions)

Set up & configure new hardware/software for employees, ensuring compliance with security and configuration standards

Create and update technical documentation, internal knowledge base articles, and Tier 1 support guides

Collaborate with other IT team members to identify patterns, improve processes, and enhance the end-user support experience

Qualification

Office 365 administrationSalesforce supportActive Directory administrationAWS/Azure ticketing systemsSoftware troubleshootingHardware troubleshootingCan-do attitudeCommunicationTeamwork