As an IT Support Specialist at Truelogic, your primary responsibilities will include providing helpdesk and technical support to end-users, troubleshooting hardware and software issues on Windows and macOS devices, managing Microsoft 365 environments, and administering Okta Single Sign-On. You'll also provide on-site and remote support for an international workforce, ensuring efficient operations and maintaining IT documentation to keep everyone informed about technical issues.

To qualify for the IT Support Specialist position at Truelogic, candidates should have proficiency in Microsoft 365 and SharePoint Online, as well as hands-on experience with Zoom Meetings and Okta SSO. Strong support skills for Windows 10/11 and macOS are essential, along with knowledge of device management using Intune and familiarity with Mimecast Email Security. Previous experience in a startup or biotech environment is beneficial but not mandatory.

At Truelogic, we support our IT Support Specialists by offering 100% remote work, competitive pay in USD, and a culture that prioritizes work-life balance. You'll have the autonomy to manage your time effectively while being part of a diverse global network of over 600 professionals. We also invest in your professional growth through engagement activities and the opportunity to collaborate on impactful projects with industry-leading U.S. companies.

IT Support Specialists at Truelogic will enjoy a flexible and remote work environment, allowing for a comfortable work-life balance. The company fosters a culture of collaboration with dynamic teams, encouraging innovation and providing opportunities to work on projects that drive real change in the healthcare sector. You'll also have access to seasoned professionals ready to collaborate and share knowledge, creating a supportive atmosphere for your career growth.

In your role as an IT Support Specialist at Truelogic, you will work with a variety of tools and technologies such as Microsoft 365, SharePoint, Okta for Single Sign-On administration, Zoom for meetings, and Slack for business communication. Additionally, you'll utilize Intune and other mobile device management tools to oversee endpoint security and ensure effective device management across the organization.

When answering this, provide specific examples of past challenges you've faced while troubleshooting systems. Discuss the methods you used to diagnose issues and the tools or software that assisted you. Highlight how your problem-solving skills and technical knowledge led to successful resolutions.

Explain how you utilize communication tools and remote access software to assist users. Mention your approach to understanding user problems through clear communication and your ability to provide step-by-step solutions. Include how you manage varying levels of user technical skills.

Focus on your organizational skills and ability to assess urgency and impact. Discuss how you evaluate requests based on factors like system downtime, user productivity, and potential risks. Mention any ticketing systems you've used to track and prioritize tasks effectively.

Provide information about your hands-on experience in managing Microsoft 365 services, including user management and permissions in SharePoint. Highlight specific projects or problems you've solved related to these platforms to showcase your expertise.

Discuss what Okta SSO is and how it streamlines user authentication. Include specific examples of your role in implementing or troubleshooting Okta SSO, outlining the process and its benefits for user security and access management.

Emphasize your attention to detail and commitment to keeping thorough documentation. Share your methods for updating technical documents regularly, using templates or documentation tools, and how this practice aids team members and future troubleshooting efforts.

Mention your familiarity with setting up and troubleshooting Zoom Meetings, including any experience with Zoom Room hardware. Provide examples of how you've utilized these tools for seamless communication and collaboration within a team.

Talk about the importance of empathy and patience when dealing with frustrated users. Describe a specific situation where you successfully calmed a user down and effectively diagnosed their issue, showcasing your skills in communication and problem resolution.

Discuss the key elements of onboarding and offboarding, emphasizing the need for thorough communication, security practices such as revoking access, and training new users to ensure they have the necessary tools and information for a smooth transition.

Mention practices such as regular software updates, monitoring for unauthorized access, implementing strong password policies, and educating users about security protocols. Provide examples of how you've reinforced these practices in your previous roles.