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The IT Support Specialist is responsible for providing first-line and second-line technical support for employees across the organization. This role supports daily IT operations by troubleshooting hardware, software, access, and cloud-based application issues while delivering a high level of customer service in a fully remote work environment.

The IT Support Specialist serves as a key operational resource for employee onboarding, endpoint support, ticket management, device administration, and routine software-as-a-service (SaaS) application support. The position works closely with Systems Administrators, vendors, and managed service providers to ensure timely issue resolution and a positive end-user experience.

The ideal candidate is customer-focused, organized, technically curious, and capable of managing multiple support requests while following established processes, security standards, and regulatory requirements.

Core Duties/Responsibilities

Technical Support & Service Operations:

• Serve as the primary point of contact for IT support requests and technical assistance.
• Monitor, prioritize, troubleshoot, and resolve support tickets in accordance with established service-level expectations.
• Provide support for laptops, mobile devices, printers, peripherals, and collaboration technologies.
• Troubleshoot issues related to Microsoft 365, Microsoft Teams, virtual private network (VPN), multi-factor authentication (MFA), Voice over Internet Protocol (VoIP), SharePoint, and other cloud-based business applications.
• Escalate complex technical issues to Systems Administrators or third-party vendors as appropriate.
• Maintain accurate ticket documentation, issue tracking, troubleshooting steps, and resolution notes.

User Account & Endpoint Support:

• Support employee onboarding and offboarding processes, including device setup, account-provisioning coordination, and equipment recovery.
• Assist with password resets, MFA enrollment, access requests, and user account support.
• Configure and deploy company-issued hardware and software according to organizational standards.
• Support endpoint inventory tracking and asset-management processes.
• Assist with endpoint compliance activities, patching coordination, and device-management tasks.

Customer Service & Training:

• Deliver professional, responsive, and customer-focused technical support to employees at all levels of the organization.
• Communicate technical information clearly and patiently to non-technical users.
• Assist in developing and maintaining user guides, frequently asked questions, and knowledge-based documentation.
• Provide basic end-user training and guidance on approved technologies and security practices.

Security & Compliance:

• Follow organizational security policies, Health Insurance Portability and Accountability Act (HIPAA) requirements, and IT operational procedures.
• Assist with identifying and reporting security concerns, phishing attempts, and suspicious activity.
• Support device-security and access-control processes.
• Maintain confidentiality and ensure the proper handling of sensitive information.

Continuous Improvement:

• Identify recurring support issues and recommend process improvements.
• Contribute to operational documentation and standardization efforts.
• Participate in technology rollouts, upgrades, and support initiatives.
• Develop technical knowledge and skills through ongoing learning and training.

Skills / Requirements

• Strong customer-service orientation with the ability to provide responsive, respectful, and patient technical support. Experience supporting a remote workforce is preferred.
• Working knowledge of Microsoft 365 and cloud-based business applications.
• Basic understanding of computer hardware, networking, endpoint support, and troubleshooting methodologies including VPN, WiFi, TC/IP, DNS, and DHCP.
• Ability to prioritize tasks, manage multiple support requests, and meet established service expectations.
• Strong problem-solving, organizational, and documentation skills.
• Clear written and verbal communication skills, including the ability to explain technical information to non-technical users.
• Ability to work independently, remain accountable, and collaborate effectively in a fully remote environment.
• Adaptability, technical curiosity, and commitment to continuous learning.
• Ability to maintain confidentiality and consistently follow security, privacy, and compliance procedures.

Education, Certifications and Experience

• 2+ years of experience in technical support, help desk, service desk, or a related IT support role preferred.
• Experience supporting Microsoft 365 and cloud-based business applications.
• Familiarity with ticketing systems and IT service-management practices with disciplined documentation of incidents, troubleshooting steps, escalations, and resolutions across internal and external support teams is preferred.
• Exposure to endpoint-management tools such as Microsoft Intune or Jamf for endpoint deployment, device enrollment, software distribution, patching, and compliance monitoring is preferred.
• Familiarity with MFA, identity and access management, and foundational cybersecurity concepts, ideally including experience with Microsoft Entra ID is preferred.
• Experience in healthcare or another regulated environment is preferred.
• Relevant certifications, such as CompTIA A+, CompTIA Network+, or Microsoft Fundamentals, are preferred.
• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field, or equivalent combination of education and experience.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent keyboarding and communication by telephone and virtual meeting platforms.
• Ability to visually inspect, configure, package, and troubleshoot computer equipment and peripherals.
• Must be able to lift up to 25 pounds at times.

Our PRO-spectus Culture Philosophy

At PRO-spectus we have created a culture that is supportive, dedicated, and teamwork driven.  We celebrate each other's joys in personal life and professional accomplishments, promoting meaningful relationships and friendships. 

Our employees bring strength of mind and spirit to make the extraordinary happen every day.  With humility and compassion at our core, PRO-spectus is proud of our relentless focus towards the higher purpose of improving the lives of patients we support.

We recognize it takes a lot of people working together with a common goal to make spectacular happen, and we never forget that at the heart of our company are the people who make it work.

PRO-spectus is an Equal Opportunity / Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, protected veteran status, marital status or other protected status under federal, state or local laws.1

At PRO-spectus, we are deeply committed to pay transparency and equity. The hourly range for this position is $25.00 - $31.00, based on experience and qualifications, with the final offer reflecting skills and other job-related factors. Beyond competitive pay, we offer a comprehensive and generous benefits package designed to support your well-being and work-life balance. 

Our benefits include robust medical, dental, and vision plans; life insurance and disability coverage; and tax-advantaged savings accounts. We also provide an Employee Assistance Program, home office benefits, and unique perks like an Employee Ownership Program. With paid time off, holidays, bereavement leave, and a 401(k)-retirement plan with employer matching, PRO-spectus prioritizes your financial and personal security. Plus, you may be eligible for a performance-based bonus opportunity. 

Join PRO-spectus, where your career growth, well-being, and contributions truly matter!