IT Support Specialist

The IT Support Specialist at ECN Operating LLC is the first point of contact for technology questions and support needs across Elite Clinical Network. This role handles helpdesk requests through Freshservice, delivering timely and courteous assistance to end users.

Role Summary

As the initial intake for IT support, you will troubleshoot and resolve a range of hardware, software, and account-related issues. Requests are managed via the Freshservice ticketing system, with submissions accepted through the portal or by email at [email protected].

Key Responsibilities

• Act as the primary point of contact for end-user IT support requests received through the Freshservice portal or email.
• Triage, prioritize, and resolve helpdesk tickets in alignment with defined SLAs; escalate complex issues to senior IT staff when needed.
• Troubleshoot and resolve hardware and software issues on Windows 10/11 and macOS endpoints, including laptops, desktops, and peripherals.
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, SharePoint, and OneDrive, including tasks such as password resets, license management, and account issue resolution.
• Assist with device setup, imaging, enrollment, and configuration using Microsoft Intune and Autopilot for both Windows and macOS devices.
• Provide support for remote users using remote desktop tools, maintaining secure and efficient assistance regardless of user location.
• Document ticket activity, resolutions, and workarounds clearly and completely within Freshservice.
• Support onboarding and offboarding activities, including account provisioning, device assignment, and access management in Microsoft Entra ID (Azure AD).
• Use basic network troubleshooting skills to assist with VPN, Wi-Fi, and general connectivity issues.
• Contribute to the IT knowledge base by authoring or updating how-to articles and user-facing guides.
• Participate in assigned IT projects such as device refresh cycles and software rollouts.

Required Qualifications

• 2+ years of hands-on experience in a helpdesk, desktop support, or IT support role.
• Proven ability to troubleshoot Windows 10/11 and macOS issues across hardware, operating systems, and common applications.
• Working knowledge of Microsoft 365 administration fundamentals, including user accounts, licensing, and basic Exchange/Outlook troubleshooting.
• Familiarity with Active Directory or Microsoft Entra ID for user and device management.
• Experience using an ITSM/ticketing platform such as Freshservice, ServiceNow, Zendesk, or an equivalent tool.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Customer-service orientation, with a patient and professional demeanor under pressure.
• Ability to manage multiple open tickets simultaneously while prioritizing effectively.

Preferred Qualifications

• CompTIA A+, CompTIA Network+, or Microsoft certifications (MD-102, MS-900) preferred.
• Experience with Microsoft Intune, Autopilot, or endpoint management platforms.
• Exposure to a regulated or healthcare/clinical research environment.
• Basic scripting or automation knowledge (PowerShell) is a plus.
• Familiarity with network fundamentals including DNS, DHCP, TCP/IP, and VPN.

Technologies

• Freshservice
• Microsoft 365 (Outlook, Teams, Word, Excel, SharePoint, OneDrive)
• Microsoft Intune, Autopilot
• Microsoft Entra ID (Azure AD), Active Directory
• Windows 10, Windows 11, macOS
• Remote desktop tools
• PowerShell

Core Competencies

• Patience and empathy
• Communication
• Problem solving
• Leadership