IT Support Specialist

Job summary

Provide Tier 1 and Tier 2 technical support for hardware, software, and collaboration tools for remote and onsite users. Manage user access, onboarding/offboarding activities, and maintain detailed documentation within the ITSM platform.

Job details

Job Title: IT Support Specialist Worksite location: Remote Canada (Vancouver Metro) 123 Main Street Vancouver , British Columbia V5Z 3X7 Working hours: 8am-5pm Travel: Yes Duration:4+ Months Experience:10 above Years Job Description IT Support Specialist About Client Tech Enterprise IT client Tech Enterprise IT is scaling rapidly across sites, cloud platforms, and a distributed workforce. As we grow, we are building a modern, reliable, and user-centric IT organization that enables employees to do their best work. We re looking for an IT Support Specialist to provide high-quality end-user support, ensure reliable day-to-day IT services, and contribute to operational excellence across our IT Support function. Role Summary As an IT Support Specialist, you will provide Tier 1 / Tier 2 support for end users across hardware, software, access, and collaboration tools. You will troubleshoot incidents, fulfill service requests, and support onboarding/offboarding activities. This role is hands-on and customer-facing, requiring strong technical fundamentals, excellent communication skills, and a disciplined approach to ticket handling and service quality. You will work closely with Digital Workplace, Security, and Infrastructure teams to escalate issues appropriately and help drive resolution. What You Ll Do Provide end-user support for IT incidents and service requests (Tier 1 / Tier 2). Troubleshoot issues across laptops/desktops, mobile devices, conferencing systems, VPN, and core business applications. Support user account and access requests (e.g., MFA resets, group access, application access), in alignment with established policies. Manage onboarding/offboarding support activities, including device provisioning and access setup. Maintain accurate and complete documentation in the ITSM platform (ticket notes, status updates, resolution details). Ensure strong customer communication: provide timely updates and follow-up until closure. Escalate issues to the appropriate resolver teams with clear troubleshooting context and impact. Support device lifecycle processes: deployment, inventory updates, refresh, and returns. Contribute to knowledge base documentation and self-service improvements. Identify recurring issues and suggest automation or process improvements to reduce ticket volume. What We Re Looking For 2 4 years of experience in IT support, service desk, or end-user computing roles. Strong troubleshooting skills across Windows and macOS environments. Familiarity with identity and endpoint tools (e.g., Google Workspace, Okta/Azure AD, Intune, JAMF, VPN clients). Experience working in an ITSM tool such as ServiceNow or Jira Service Management. Strong customer service mindset with clear written and verbal communication. Ability to prioritize and manage multiple tickets effectively while meeting SLA expectations. Comfort supporting both onsite and remote users. Understanding of ITIL fundamentals (incident, request, escalation, knowledge management). A process-driven mindset and attention to detail. Why Join Us This role offers the opportunity to support a fast-growing organization while helping shape a modern IT support experience. You ll be part of a team focused on reliable service delivery, continuous improvement, and operational discipline. If you enjoy solving problems, helping users, and improving how IT operates at scale, this role is for you.

What you’ll do

Provide Tier 1 and Tier 2 technical support for hardware, software, and collaboration tools for remote and onsite users. Manage user access, onboarding/offboarding activities, and maintain detailed documentation within the ITSM platform.

Requirements

Requires 2-4 years of experience in IT support with strong troubleshooting skills in Windows and macOS environments. Proficiency with identity tools like Okta/Azure AD and experience with ITSM tools such as ServiceNow or Jira is required.

Listed skills

• Customer service · Preferred
• Google Workspace · Preferred
• Okta · Preferred
• VPN · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Tier 1 & 2 Support
• Windows Troubleshooting
• macOS Troubleshooting
• Google Workspace
• Okta
• Azure AD
• Intune
• JAMF
• VPN
• ServiceNow
• Jira Service Management
• ITSM
• ITIL
• Device Provisioning
• Customer Service
• Endpoint Management

Job areas

• Technology
• Customer Service & Support
• Consulting