IT Support Specialist, Tier I

Location:  This position may be performed remotely, but requires the flexibility and willingness to travel as needed.

The Opportunity

Praxis is seeking a detail-oriented and proactive IT Support Specialist to join our Information Technology team. This role will serve as a primary point of contact for user support requests and play a vital role in troubleshooting technical issues, performing basic configuration tasks, and ensuring seamless day-to-day operations across our IT systems. The ideal candidate will demonstrate strong proficiency with Microsoft 365 Business applications and related technologies, while exhibiting excellent communication and problem-solving skills.   

Primary Responsibilities

• Serve as the first line of support for user technical issues across hardware, software, and collaboration tools. 
• Troubleshoot and resolve problems involving Microsoft 365 Business applications, including Outlook, Teams, SharePoint, and OneDrive. 
• Assist with basic configuration, user provisioning, and license management in Microsoft Entra, Defender, and SharePoint environments. 
• Maintain and update IT documentation including procedures, system configurations, and knowledge base articles. 
• Provide user support and training for productivity and collaboration tools such as Adobe Acrobat, Jira, Confluence, Zoom, and Microsoft Teams. 
• Coordinate with vendors and third-party support as necessary to resolve technical issues. 
• Monitor IT support queues, escalate complex incidents appropriately, and follow up to ensure resolution. 
• Assist in onboarding and offboarding activities including account setup, access permissions, and hardware provisioning. 
• Contribute to continuous improvement of IT service processes and user experience. 

Qualifications and Key Success Factors

• Associate’s degree or equivalent experience in Information Technology, Computer Science, or related field. 
• 2+ years of experience in an IT support/helpdesk role, preferably in a remote or hybrid business environment. 
• Strong knowledge of Microsoft 365 ecosystem (Outlook, Teams, SharePoint, Entra, Defender). 
• Familiarity with Jira Service Management, Confluence, Adobe tools, and Zoom is preferred. 
• Ability to diagnose and resolve technical issues effectively and efficiently. 
• Excellent interpersonal and communication skills; customer-first attitude. 
• Detail-oriented with good documentation habits and time management. 
• Ability to work both independently and collaboratively in a fast-paced environment. 
• Preferred experience working in a regulated industry environment. 
• Availability in EST/EDT timezone.
• The physical and mental requirements of our roles include but are not limited to regular use of a computer, devices or other office equipment, clear communication, and occasional movement.  You'll need comfort with screen work, basic hand coordination, and focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.