Jobs → Customer Support → IT Specialist II - End User Support

About the Role We are looking for an experienced IT Specialist II to join our global IT Searchbar (End User Support) team. This role involves providing day-to-day technical support to employees and managing IT support tickets. Key Responsibilities • Manage the daily IT support ticket queue and ensure priority issues are resolved within defined SLAs • Provide real-time technical support to remote and onsite employees • Troubleshoot hardware, software, operating system, and connectivity issues • Support employee onboarding and offboarding, including device provisioning and de-provisioning • Install, configure, and maintain laptops, desktops, and enterprise software applications • Manage IT inventory, equipment shipping, receiving, and asset tracking • Support conference rooms, video conferencing, and unified communications technology • Identify recurring technical issues and recommend long-term solutions • Create and maintain technical documentation, troubleshooting guides, and knowledge base articles • Collaborate with the IT Systems team and escalate complex technical issues when required • Participate in rotational after-hours on-call support and occasional onsite event support Requirements • 2+ years of experience in IT Help Desk, Service Desk, or End User Support • Experience working with ticketing systems such as Freshservice, Zendesk, or similar platforms • Hands-on experience with Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian tools (Jira and Confluence) • Strong troubleshooting, analytical, and problem-solving skills • Excellent verbal and written communication skills • Experience with hardware/software installation, configuration, and troubleshooting • Ability to work onsite in the Boston office 3–4 days per week as needed • Ability to lift and move IT equipment weighing up to 50 lbs