[Remote] IT Support Specialist

Note: The job is a remote job and is open to candidates in USA. Agility PR Solutions is a leading company in the PR tech space, providing innovative media outreach and monitoring solutions. They are seeking a proactive IT Support Specialist to be the first point of contact for employees experiencing technical issues and to ensure effective support across various devices and systems. Responsibilities Provide first-line technical support for hardware, software, and access-related issues Troubleshoot and resolve issues related to Windows 11, Microsoft 365, Entra ID, and Intune Support laptops, monitors, docking stations, and other end-user hardware (primarily Dell devices) Manage user account creation, access changes, and deactivations in Entra ID and Microsoft 365 Maintain accurate IT asset records and support equipment lifecycle management Assist with VPN connectivity and general network-related user issues Monitor cybersecurity alerts and escalate incidents in line with established procedures Document support tickets, resolutions, and processes clearly and consistently Contribute to improving internal support documentation and knowledge base resources Support broader IT initiatives, projects, and duties as needed Skills 1-3 years' experience in an IT support, service desk, or help desk role Experience with supporting Windows 11 and Microsoft365 environments Experience with Dell hardware, such as laptops, monitors and docking stations General knowledge of TCP/IP networks, LAN technologies, and VPN Basic understanding of cybersecurity concepts Strong customer service mindset with the ability to communicate clearly and professionally Detail-oriented, organized, and able to manage multiple requests effectively Advanced English communication skills, both written and verbal Benefits Health, Dental & Vision benefits RRSP Matching Employee Assistance Program (EAP) Career Development & Progression opportunities Paid Vacation and Sick days Flex Fridays in Summer, Week off between Christmas and New Years' No Internal Meetings Fridays Company Overview Agility PR Solutions is a powerful, yet easy to use media database, monitoring, and analytics solutions for tomorrow’s communicators. It was founded in 2003, and is headquartered in Ottawa, Ontario, CAN, with a workforce of 51-200 employees. Its website is