IT Support Specialist

Pearl Meyer is seeking an IT Support Specialist to join our Information Technology team. This role is centered on delivering exceptional, user-centric IT support by triaging, troubleshooting, and resolving technology issues while maintaining a high standard of service and professionalism. Success in this position depends less on knowing every answer and more on having the right attitude, which includes empathy for users, a learning mindset, and sound problem-solving instincts.

The ideal candidate brings up to five years of experience supporting Microsoft and Windows-based environments and demonstrates a genuine desire to help others, learn continuously, and take ownership of issues through resolution. This is a full-time, early-career opportunity for someone who thrives in a collaborative environment and is motivated by making technology work better for people within a growing, evolving organization.

Key Responsibilities

Serve as the primary point of contact for IT support requests via ticketing system, including classification, prioritization, resolution, or escalation of incidents.

Troubleshoot and resolve issues related to Windows OS, Microsoft 365 applications, desktops, laptops, and common business software.

Maintain accurate records of support activities and ensure timely ticket updates and closures.

Collaborate with IT team members to identify recurring issues and suggest long-term solutions.

Support basic administration of user accounts, permissions, and access controls.

Assist with onboarding/offboarding procedures, including equipment setup and software provisioning.

Escalate complex technical issues to senior IT staff or specialists as appropriate.

Contribute to documentation efforts including knowledge base articles and standard operating procedures (SOPs).

Stay current with relevant IT trends, technologies, and best practices.

Preferred Skills and Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent experience also considered.

Up to 5 years of professional experience in an IT support/helpdesk role.

Proficiency with Microsoft Windows 10/11, Microsoft 365 (Outlook, Teams, Word, Excel), and Active Directory. Familiarity with MacOS a plus.

Familiarity with ticketing systems (e.g., FreshService, Jira, Zendesk).

Basic understanding of network connectivity, cybersecurity principles, and endpoint protection tools.

Strong analytical and troubleshooting skills.

Strong verbal and written communication abilities; ability to clearly communicate with technical and non-technical users.

Customer-oriented mindset with a focus on service and responsiveness.

Familiarity with applying AI tools responsibly to support analysis, documentation and workflow optimization.

Ability to multitask and work in a fast-paced environment.

Discretion in handling confidential and sensitive data.