IT Support Specialist

Location: On Site

Salary: $65000-$80000

Department: Service Delivery

Reports To: Service Manager

About the Company

Lerner Solutions is known for exceptional communicative client service a collaborative team culture and a modern non-tiered support model where team members are trusted to own problems end-to-end.

Were looking for an IT Support Specialist who leads with outstanding customer service thinks critically and holistically about systems and deeply enjoys diagnosing and solving complex technical problems while building strong professional client relationships.

The Role

As an IT Support Specialist youll be a primary client-facing point of contact responsible for expertly resolving advanced technical issues driving long-term and systemic fixes and continuously improving how support is delivered. This is not a call-center or ticket-churn role - it is a role for an engineer who excels at both technical mastery and client relationship management.

Youll work across multiple client environments communicate proactively and clearly with stakeholders and take complete ownership from initial request through resolution and follow-up. Success in this role requires both advanced troubleshooting capability and excellent customer-facing judgment and empathy.

What Youll Do

• Serve as a trusted client-facing technical authority for more complex support needs managing both the technical solution and the clients experience.
• Expertly diagnose and resolve difficult non-routine issues across Windows macOS Microsoft 365 Google Workspace and mixed cloud/on-prem environments.
• Own issues end-to-end including in-depth investigation root cause resolution meticulous documentation and consistent client communication.
• Provide advanced support for networking components such as firewalls switches VPNs DNS/DHCP Wi-Fi and routing.
• Partner with teammates in a non-tiered support structure that values cross-functional collaboration and shared ownership.
• Participate in client projects including migrations deployments security initiatives and system upgrades.
• Identify recurring issues and recommend automation tooling improvements or process changes.
• Maintain clear accurate documentation and contribute to internal knowledge resources.

Technology Youll Work With

Experience with all tools is not required. Exposure to several is strongly preferred.

• Cloud & Productivity
  • Microsoft 365 Azure AD Intune
  • Google Workspace
• Systems
  • Windows Server Active Directory Group Policy
  • macOS with MDM solutions such as Jamf
• Networking & Security
  • Meraki Unifi SonicWall
  • VLANs VPNs Wi-Fi
  • Endpoint security and EDR tools
• MSP Tooling
  • RMM platforms - NinjaOne
  • PSA tools - HaloPSA
  • Backup platforms like Datto or Acronis
  • Security tools like Sophos Avanan Arctic Wolf

What Were Looking For

• 3 years of demonstrable experience in an MSP or fast-paced multi-client multi-site IT support environment.
• Exceptional troubleshooting skills across systems networking cloud services and security fundamentals. You must be able to diagnose problems beyond level 2 support.
• Proven customer-first mindset with outstanding interpersonal skills and the ability to communicate complex technical concepts clearly and calmly to non-technical users and C-level stakeholders.
• High level of comfort diagnosing unfamiliar technologies through logic research and experimentation not just role knowledge.
• High ownership mentality - you dont pass problems along you solve them and manage the client relationship through the entire process.
• Proactive approach to improving processes documentation and tooling.
• Desire to keep learning and expanding technical depth.
• Certifications (Microsoft Cisco CompTIA etc.) are a plus but not required.

Why Youll Love Working Here

• Elite Support Culture: Technical excellence paired with deep consultative client relationships.
• Non-tiered Team Structure: Autonomy to solve problems end-to-end accountability and direct control over the clients positive outcome.
• Variety and Growth: Exposure to diverse environments that rapidly build expert-level troubleshooting skills.
• Impact-Driven Work: Your ideas for efficiency automation and improvement are encouraged and implemented.
• Supportive Culture: Curious collaborative teammates who value quality work mutual respect and strong communication.

Required Experience:

IC