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Junior IT Support Specialist [Raleigh, NC, US]
About the position
We are Carimus, a brand experience and digital transformation agency, now proudly part of the Spyrosoft Group. Since 2013, we've brought together the best of art and engineering to create meaningful impact in the digital world. By fusing strategy, creativity, and technology, we help brands break through and connect with their audiences on an emotional level. As part of Spyrosoft, we’re expanding our capabilities and reach while staying true to our human centered approach crafting experiences that matter for both our clients and our team. The Junior IT Support Specialist plays a critical role in our mission. You’ll work closely with the local Carimus US team as well as the Global Spyrosoft IT Team to provide the most crucial and business-critical systems and services for our employees. We deliver computers, configure services, and ensure security aspects, build and automate internal processes and workflows by providing necessary IT tools and integrations. As a member of the first line of support, you will provide IT support, focusing primarily on the site's local needs and supporting remote employees worldwide.
Responsibilities
- Provide first-line IT support, primarily focused on the needs of the local office while also assisting remote employees
- Manage, monitor, and resolve support tickets in Jira Service Management, keeping users updated in real time
- Communicate clearly within tickets, following defined workflows, escalation paths, and SLA requirements
- Manage user accounts, groups, mailboxes, and devices (M365, Entra ID, Intune, Mosyle)
- Administer licenses and subscription products (M365, GCP, Azure, AWS)
- Install, configure, and update endpoint operating systems (Windows, macOS, Linux)
- Maintain IT asset management, including inventory, stock, purchasing, and related documentation
- Create and update user guides and internal IT documentation
- Support and manage office printers
- Assist with security incident handling, including phishing, malware, and lost or stolen devices, in collaboration with the Cybersecurity team
- Perform quarantine reviews and support endpoint compliance (antivirus, disk encryption, secure boot)
- Apply and maintain company security standards across endpoints and systems
- Support the implementation of security policies and configuration requirements
- Follow established security procedures and help educate users on best practices
- Provision and deprovision equipment for employee onboarding and offboarding
- Prepare, maintain, and support office workstation setups
- Troubleshoot and coordinate repair of company computer equipment with external service providers
- Diagnose and resolve basic network connectivity issues
- Manage and support conference room audio/video systems (e.g., Logitech with Microsoft Teams)
- Provide on-site IT support for meetings and company events
Requirements
- 2–3 years of experience in an IT support, helpdesk, or service desk role
- Hands-on experience supporting Windows and/or macOS users in a business environment
- Ability to perform basic hardware troubleshooting (laptops, docks, monitors, peripherals)
- Experience working with a ticketing system and managing tickets through resolution while communicating clearly with users
- Practical experience with user account administration (e.g., Microsoft 365, Google Workspace, or similar platforms)
- Basic understanding of endpoint/device management concepts (software installation, system configuration, updates)
- Basic knowledge of computer networks and connectivity troubleshooting (Wi-Fi, LAN, VPN, remote access)
- Working knowledge of IT security best practices (phishing, malware, lost/stolen devices) and ability to follow security policies and procedures
- Strong communication skills and a friendly, user-focused support approach
- Organized and detail-oriented, with the ability to document work, follow processes, and manage IT assets
- Ability to work independently in an on-site support role, including hands-on equipment setup and support for office technology
Nice-to-haves
- Experience installing and configuring multiple operating systems (Windows, macOS, Linux), including dual-boot setups
- Experience troubleshooting common computer hardware issues (RAM, storage, overheating, battery, peripherals, etc.)
- Knowledge of current computer hardware components and device specifications (laptops, desktops, docks, monitors)
Benefits
- Medical, dental, and vision insurance (with family coverage options)
- Life and disability insurance
- 401(k) plan with employer match
- Flexible Spending Account (FSA) and Health Savings Account (HSA) options
- 15 days of paid time off (PTO)
- Paid company holidays
