IT Support & Compliance Specialist

Performs systems and application engineering through life cycle as an analyst, develops understanding of client's organization, develops user and system., Summary: Assurety is an industry leader in the postal and parcel ecosystem, with 21+ years of experience serving government and commercial sectors, including postal/parcel, marketing, finance, retail, and higher education. We leverage data and technology to solve complex problems, fostering a culture of collaboration, innovation, and ownership. Our solutions help clients save lives, cut costs, boost revenue, strengthen the U.S. economy, and enhance customer experiences., This position is ideal for early- to mid-career IT professionals with strong hands-on support experience, a solid foundation in Windows endpoint management, and an interest in growing toward systems and endpoint engineering. As an IT Support Specialist II, you will provide hands-on Tier 1 support as needed, own Tier 2 escalations, and serve as the primary administrator for Microsoft Intune/MDM in a Windows-heavy environment with some macOS support. You'll work closely with security and compliance partners to support ISO 27001 and SOC 2 operational controls while building the technical depth, documentation discipline, and automation mindset needed to grow into a Tier 3 role. If you enjoy solving problems, improving systems, and taking ownership of endpoint operations, we'd love to meet you., * Provide Tier 1 and Tier 2 end-user support across Windows (primary) and macOS environments, Microsoft 365, collaboration tools, peripherals, and standard business applications.

• Own and resolve escalated IT issues, performing structured troubleshooting, root-cause analysis, and clear documentation before escalating to Tier 3 when required.
• Serve as the primary owner of Microsoft Intune/MDM, including device enrollment, configuration profiles, compliance policies, application deployment, patching, and device lifecycle management.
• Manager Jira, Atlassian, Bitbucket and other technology platforms that are used at Assurety and their accounts and keep track of all licensed software assignments
• Manage endpoint health and security posture by monitoring patch compliance, encryption status, EDR/agent health, and configuration drift, and driving remediation to closure.
• Administer identity and access management tasks, including user provisioning, group membership changes, role-based access, and secure onboarding/offboarding processes.
• Execute and validate approved changes to endpoint and user environments in alignment with change management practices.
• Identify recurring incidents and contribute to problem management efforts by documenting root causes and implementing preventative improvements.
• Create and maintain technical documentation such as runbooks, troubleshooting guides, onboarding checklists, and knowledge base articles to improve support consistency and efficiency.
• Maintain accurate IT asset inventory and support hardware and software lifecycle activities, including deployment, recovery, and retirement.
• Support security and compliance operations by assisting with access reviews, patch and vulnerability remediation tracking, and audit evidence collection for ISO 27001 and SOC 2.
• Participate in operational security incident response activities, including endpoint containment, device isolation, evidence preservation, and escalation coordination.
• Collaborate closely with Tier 1, Tier 3, security, and compliance teams to ensure reliable service delivery and shared understanding of technical and operational requirements.
• Must be willing to learn new technologies, new processes, to improve, innovate, solve problems and help the company become mature with security, business continuity and capability maturity., * You quickly learn the endpoint, identity, and support environments you manage and become a trusted owner of Tier 2 issues and Intune/MDM operations.
• You consistently deliver thorough, accurate ticket documentation and clear user communication, reducing repeat incidents and unnecessary escalations.
• You maintain healthy, compliant endpoints through effective patching, configuration management, and proactive remediation.
• You contribute high-quality documentation and runbooks that improve service consistency and accelerate issue resolution for the team.
• You reliably support security and compliance needs by producing accurate evidence, completing access reviews, and tracking remediation activities to closure.
• You demonstrate increasing technical depth, automation capability, and systems thinking, positioning yourself for expanded Tier 3 responsibilities over time.

Why you should join our team:

Collaborative & Inclusive Culture: Our colleagues work in small, self-organized and cross-functional teams that determine the best tactics to support the vision and strategy set by leadership. We encourage and welcome all ideas, taking an agile approach to creating an amazing product

Required

• 2-5 years of experience in IT support, service desk, or desktop support roles with demonstrated ownership of Tier 2 escalations.
• Hands-on experience supporting Windows endpoints (Windows 10/11) in an enterprise environment; working knowledge of macOS support.
• Practical experience administering Microsoft Intune or a comparable MDM solution, including device enrollment, policy management, and application deployment.
• Strong troubleshooting skills with a structured, methodical approach to diagnosing and resolving technical issues.
• Working knowledge of identity and access management concepts, including least privilege and secure onboarding/offboarding.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• High attention to detail and strong documentation skills.
• Bachelor's degree in information technology, Computer Science, or a related field, or equivalent professional experience.

Preferred

• Experience with Windows Autopilot, Win32 application packaging, and endpoint compliance reporting.
• Exposure to PowerShell scripting or automation for endpoint management, reporting, or remediation tasks.
• Familiarity with endpoint security tooling and integrations (e.g., EDR, disk encryption, compliance signals).
• Experience supporting IT controls or audit-related activities aligned to ISO 27001, SOC 2, or similar frameworks.
• Familiarity with ITIL-based service management practices and ticketing systems.
• Self-motivated, eager to learn, and comfortable managing multiple priorities in a fast-paced support environment.
• Strong analytical and problem-solving skills with a desire to improve systems and processes.
• Team-oriented with a collaborative mindset and willingness to mentor Tier 1 staff over time.

Are you looking to join an energetic team? To learn from the industry's most creative thinkers? To advance your career beyond just a job? Assurety values innovation, and understands how to foster talent in order to develop the next generation of leaders in technology. If this sparks your interest, apply now. Let's grow together., Design Thinking for Innovation: With focus on our colleague's growth within Assurety we have developed a Learning Management System (LMS) that trains all colleagues on Design Thinking for Innovation, Security, BI & Analytics, and the business they are about to support. More trainings are added every year. Recognition & Awards: Our Colleagues are recognized for their innovative problem solving, goodwill, candor with respect and excellence. We also give out spot bonuses besides the yearly performance bonus. Workplace: While our headquarters is in Sterling, Virginia, and our largest client in Washington DC (on-site), our team lives across the globe. We partner with our team to help them achieve personal and professional alignment, helping our colleagues to define their own blend of work-life balance. Office Perks: Colleagues that work out of one of our main offices enjoy beverages, snacks, lunches, and happy hour benefits. Vacation & Holiday Schedule: We believe this is a partnership and we trust our colleagues to build their own time-off schedule and encourage our teams to take time for their well-being while minimizing impacts to Client's deliverables. Growth Opportunity: Through hands-on learning and development, the opportunities are endless. Focus on Well-Being: We pride ourselves on offering numerous benefit options to best fit the needs of our colleagues and their families, including domestic partners. Benefits include medical (PPO & HDHP-HSA), dental, vision, flexible spending account, commuter benefit, discount programs, life & disability insurance, and accident insurance. We also offer a 401k program with company match and paid parental leave. Live your Passion: Assurety encourages and promotes monetary and personnel involvement in the causes around the globe. We believe in our Value of Goodwill, and work to find new ways to give back to our communities and make a positive impact. We focus on initiatives in the following areas - technology, charity, volunteerism and honorary contributions.