IT Support Specialist

1 week ago

Philadelphia, Pennsylvania, United States AHEAD USA Full time
About AHEAD:
AHEAD is dedicated to developing platforms that empower digital enterprises. By integrating advancements in cloud technology, automation, analytics, and software delivery, we assist organizations in achieving their digital transformation goals.

At AHEAD, we foster a culture of inclusivity, ensuring that diverse perspectives and voices are acknowledged, valued, and respected. We create environments that encourage everyone to express their ideas, initiate change, and shape the culture at AHEAD.

We are proud to be an equal opportunity employer, committed to diversity and do not discriminate based on race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law.

Position Overview:
The IT Support Specialist acts as a primary contact for end users, serving as a customer-facing representative of the AHEAD IT Operations team. Daily responsibilities include addressing and resolving user support incidents related to endpoint hardware and software, fulfilling standard IT requests, and escalating complex issues to Tier 3 personnel.

Key Responsibilities:
  • Act as a point of contact for users seeking technical assistance, both in-person and remotely.
  • Manage and respond to incoming support tickets to ensure timely and effective resolution of incidents and requests.
  • Troubleshoot issues and determine optimal solutions, providing clear and thorough communication to users.
  • Escalate unresolved problems to the appropriate level within the IT Operations team.
  • Document incident actions and follow-up details accurately in the IT ticketing system.
  • Provide technical support for Windows and macOS laptops.
  • Assist with troubleshooting Microsoft 365 desktop and web applications.
  • Support cloud applications and productivity tools.
  • Deliver on-site assistance for office technology, including copiers, printers, wireless systems, and audio/video conferencing tools.
  • Help with on-site troubleshooting and maintenance of office technology and infrastructure projects under IT Operations guidance.
  • Assist in creating user accounts and onboarding new users.
  • Support password resets, multi-factor authentication, and user account management.
  • Develop and maintain user-facing knowledge management documentation, including procedures and how-to guides.
Qualifications:
  • Minimum of 5 years in a desktop support role.
  • Strong technical support skills with Microsoft 365, laptop hardware (Windows 10, macOS), iOS, and Android devices.
  • Experience with ServiceNow or JIRA.
  • Familiarity with remote support tools such as Bomgar.
  • Experience with Mobile Device Management tools, such as Intune, and endpoint security tools, such as Carbon Black.
  • Ability to support VOIP, teleconferencing systems, and communication tools like Webex or Microsoft Teams.
  • Competence in troubleshooting infrastructure, including wireless systems, multi-function copiers, AV, and networking (TCP/IP, DNS, etc.).
  • Excellent technical troubleshooting and problem-solving skills.
  • Organized and adaptable to shifting priorities.
  • Collaborative team player willing to share knowledge and expertise.
  • Strong communication skills with the ability to produce professional documentation.
  • Must be available to work onsite 3-4 days per week.
Education:
  • Bachelor's Degree.
  • Technical certifications encouraged (CompTIA A+, MCSE, etc.).
Why Join AHEAD:
At AHEAD, we value diversity in our workforce and benefit from a variety of ideas and experiences. We promote growth by equipping our office with cutting-edge technologies and encouraging cross-department training and development. We also support certifications and credentials for ongoing learning.

USA Employment Benefits:
- Medical, Dental, and Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave
- Plus additional benefits.

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