Technical Support Specialist

As a Technical Support Specialist, you will handle day-to-day technical support across desktop and end-user computing, conference room A/V equipment, and software applications, resolving requests efficiently and escalating complex issues, with strong customer service and troubleshooting skills. JSSI is transforming into an AI-first technology and product organization. You will use AI as a core part of how you work every day, drafting and researching resolutions, turning fixes into reusable knowledge, and continuously building your speed and quality.

Essential Duties and Responsibilities

• Resolve tier 1 and 2 end-user support requests AI-first, with AI drafting the response and researching the issue; apply judgment, log activity in the ticketing system, and own the outcome.
• Work through issues with AI assembling the diagnostic picture and likely causes, and escalate complex tickets cleanly, with AI generating the ticket update and hand-off summary.
• Resolve common, repetitive requests through AI-enabled automation and self-service, so routine tickets are resolved quickly without manual effort.
• Provide responsive, professional support to all users, including executives.
• Set up and support A/V equipment and video-conferencing software for meetings, including all-hands.
• Provide day-to-day Microsoft 365 support across Outlook, Teams, SharePoint, and OneDrive.
• Install, configure, test, and troubleshoot workstations, peripherals, and basic networking.
• Follow employee onboarding and offboarding procedures, provisioning and deprovisioning accounts and access in a timely manner.
• Provide after-hours on-call support as required.
• Help maintain hardware and software inventories and keep Active Directory and Intune records up to date.
• Monitor and respond to security alerts, taking remedial action as directed.
• Turn resolved issues into AI-drafted knowledge base articles and user guides, checked for accuracy.
• Use AI-assisted macros and canned responses for common requests to speed and standardize resolution.
• Use AI as the first step across your work, building your prompting and verification skill and verifying its output before you act.
• Perform other responsibilities and tasks as assigned.

Education and Experience

• Minimum of 2 years' experience providing end-user support in a corporate environment.
• B.S. in Information Systems, Computer Science, or a related field, or equivalent professional experience.
• Solid knowledge of Windows operating systems, especially Windows 11.
• Experience supporting Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Experience with the Microsoft 365 Admin Center, Azure Active Directory, and on-premises Active Directory.
• Hands-on hardware troubleshooting experience including laptops, desktops, conferencing equipment, printers, and peripherals.
• Familiarity with diagnostic utilities and basic Windows networking, including IP addressing, DHCP, and DNS.
• Exceptional customer service orientation with strong oral and written communication skills.
• Analytical and problem-solving ability, with the ability to prioritize in a fast-paced environment.
• Eagerness to learn and implement new technologies.
• A security-minded approach to daily work.
• Certifications such as Microsoft 365 Certified Administrator or A+ are strongly preferred.