Sr. IT Specialist

Connection has a fantastic opportunity through our Technical Staffing division for a Sr IT Specialist in Durham, NC for a hybrid model 4 days onsite and 1 day remote; this is a contract basis and there may be potential for it to become permanent depending on performance and organizational needs.

 In this position, you’ll serve as a Tier 2 escalation point for our Global IT Service Desk, supporting both MacOS and Windows environments. You don’t need in-depth Jamf expertise, but strong general Mac experience alongside solid Microsoft skills is key.

Key Responsibilities:

• Act as a Tier 2 escalation resource for service desk issues that require hands-on or advanced support.
• Deliver exceptional customer service and follow-through on all technical issues and requests.
• Support and maintain end-user computing devices for both on-site and remote employees.
• Troubleshoot and resolve hardware, software, OS, and network-related problems.
• Perform device lifecycle management tasks including deployment, support, and decommissioning using tools like Windows Autopilot and Jamf Pro.
• Support A/V and video conferencing equipment, especially Zoom and Zoom Rooms.
• Enforce IT policies and corporate security standards on endpoint devices.
• Assist with mobile device support for iOS and Android users.
• Manage incidents and service requests using ServiceNow, including documentation and ticket resolution.
• Provide end-user training and new hire onboarding support as needed.
• Perform basic network, server, and telephony support (e.g., racking hardware, configuring phones/Zoom Rooms).
• Maintain accurate inventory records of hardware and software assets.
• Participate in after-hours or on-call support rotations when required.

Qualifications:

• 2–3+ years of professional experience in IT support or desktop services.
• Strong customer service orientation and effective communication skills (written & verbal).
• Proven ability to troubleshoot hardware, software, and network issues across macOS and Windows.
• Experience with video conferencing tools like Zoom and supporting A/V setups.
• Familiarity with IT tools and systems such as Azure AD, Intune, Active Directory, Office 365, ServiceNow, and basic networking concepts (e.g., TCP/IP, VPN).
• Proactive mindset with a willingness to learn and adapt to new technologies.
• Comfortable supporting executives and senior leadership with professionalism and discretion.
• Able to collaborate with remote/global teams and work independently when needed.
• Capable of lifting up to 25 lbs. (11.5 kg).