IT Support Specialist
About RV Tech Enterprise IT
RV 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.
2-4 years IT support experience; strong troubleshooting in Windows/macOS; familiarity with Google Workspace, Okta/Azure AD, Intune, JAMF, VPN; ITSM tool experience (ServiceNow or Jira); ITIL fundamentals; excellent communication.
Key Responsibilities
- providing end-user support
- troubleshooting incidents
- managing service requests
Skills & Tools
ServiceNow, Jira, Google Workspace, Okta, Azure AD, Intune, JAMF, VPN
Job Details
- Category: Information Technology
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — United States
- Languages: English
About Turing
A talent marketplace connecting IT professionals with remote opportunities. — Industry: Information Technology