IT Support Specialist

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 

Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 

We are currently looking for a talented and motivated internal IT Support Specialist that has a desire to work in a fast-paced environment.

As an IT Support Specialist, you will be an integral part of our Internal IT Team, providing professional, positive, and reliable end-user support across the organization.

• →Provide on-site support in our NYC office and remote support to employees across the organization.

• →Support Windows laptops, workstations, mobile devices, printers, meeting rooms, video-conferencing solutions, peripherals, and other end-user technologies.

• →Respond to end-user tickets and service requests in a timely, professional, and customer-focused manner.

• →Handle incidents and service requests through the IT ticketing system, ensuring proper tracking, documentation, and follow-up.

• →Manage user accounts, groups, permissions, and access in Microsoft Entra ID / Azure AD and Active Directory.

• →Support employee onboarding, role changes, and offboarding processes in line with internal policies and security requirements.

• →Install, configure, troubleshoot, and maintain end-user applications and technologies, including Microsoft Outlook, Teams, OneDrive, Microsoft Office applications, VoIP solutions, antivirus, and EDR tools.

• →Prepare, configure, manage, and hand over IT equipment to new and existing employees according to best practices and internal standards.

• →Utilize MSP tools for remote access, monitoring, and centralized endpoint management.

• →Escalate complex technical issues to infrastructure, security, or external vendor teams when appropriate, while maintaining ownership and communication with end users.

• →Create, maintain, and update technical documentation, including user guides, internal playbooks, troubleshooting procedures, and knowledge base articles.

• →Ensure a high level of end-user satisfaction through excellent communication, professionalism, ownership, and a proactive service mindset.

• →Participate in regular Internal IT department meetings and contribute to continuous improvement of IT support processes.

• →Stay current with industry trends, technology updates, and best practices relevant to IT support and end-user services.

• Minimum of 3 years of experience in an end-user-facing technical support role.

• Bachelor’s degree in a related technical discipline, or equivalent training and experience, preferred.

• Strong troubleshooting, analytical, and problem-solving skills.

• Hands-on experience supporting Microsoft Windows 11, macOS, iOS, and Android devices.

• Basic experience with Windows Server, Active Directory, Group Policy, Microsoft 365, Azure, user accounts, groups, and permissions.

• Hands-on experience with cybersecurity solutions, including antivirus and/or EDR endpoint protection tools.

• Ability to diagnose and resolve hardware, software, connectivity, and access-related issues both on-site in our NYC office and remotely using remote support tools.

• Experience setting up and troubleshooting printers and multifunction devices.

• Experience with desktop and laptop hardware upgrades; server hardware experience is a plus.

• Experience with desktop imaging software is a plus.

• Ability to prioritize tasks, manage time effectively, and work in a fast-paced support environment.

• Passion for delivering an excellent end-user experience.

• Basic cybersecurity awareness and understanding of secure IT practices.

• Excellent written and verbal communication skills with a service-oriented mindset.

• Ability to explain technical topics clearly to non-technical users.

• Strong documentation skills, including the ability to create and maintain clear technical procedures and support notes.

• Microsoft, VMware, Cisco, Citrix, or security-related certifications are a plus.

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.