IT Support & System Specialist

The IT Support & Systems Administrator is a versatile, hands-on position that will handle the full spectrum of day-to-day technical support - from basic user requests to more advanced systems administration tasks - while also providing essential administrative support to keep the IT function running smoothly. A successful IT Support & Systems Administrator is self-sufficient, adaptable, and comfortable switching between end-user support and back-end system maintenance as business needs demand.

This position requires broad technical knowledge rather than deep specialization in a single area. The IT Support & Systems Administrator will work closely with the senior IT staff members and will be expected to take ownership of tasks with minimal supervision.

ESSENTIAL FUNCTIONS:

1. End-User Support (Tier 1 & Tier 2)

• Act as the first point of contact for all IT support requests via phone, email, ticketing system, and walk-ups

• Resolve hardware and software issues across desktops, laptops, printers, and mobile devices

• Set up, configure, and troubleshoot Windows and/or macOS endpoints for new and existing staff

• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, SharePoint, and OneDrive

• Troubleshot network connectivity issues including Wi-Fi, VPN, and remote access problems

• Handle account management tasks in Active Directory or Azure AD - creation, modification, password resets, and offboarding

• Diagnose and escalate issues that require vendor support or specialist intervention, with full documentation

2. Systems & Infrastructure Administration

• Assist with the administration of on-premises and/or cloud-based systems including servers, storage, and backups

• Apply patches and updates and maintain endpoint security across the environment

• Support identity and access management processes including MFA, group policies, and permissions

• Assist with the administration of key business platforms such as Microsoft 365, cloud services, or line-of-business applications

• Contribute to routine maintenance tasks including backups verification, license management, and hardware inventory

• Help evaluate and implement new tools or technologies as the business grows

3. IT Administration & Operations

• Maintain accurate records in the IT asset register, including hardware, software licenses, and warranties

• Log, track, and manage support tickets through to resolution; ensure the backlog remains up to date

• Maintain and update IT documentation including network diagrams, system configurations, and procedures

• Support IT onboarding and offboarding processes - provisioning accounts, equipment, and access in a timely manner

• Assist with compliance-related tasks such as data retention, access reviews, and basic security audits

4. Projects & Continuous Improvement

• Contribute to IT projects such as system upgrades, office moves, hardware refreshes, and software rollouts

• Identify inefficiencies in current support processes and suggest practical improvements

• Build and maintain a knowledge base of common issues, fixes, and how-to guides for staff self-service

• Stay current with relevant technologies and make recommendations to improve the IT environment

• Solid working knowledge of Windows 10/11 in a business environment

• Familiarity with Active Directory or Azure AD user and group management

• Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting

• Strong communication skills - able to support non-technical users patiently and clearly

• Highly organized with good attention to detail for documentation and asset management

• Self-motivated and comfortable working independently with minimal day-to-day supervision

EDUCATION, EXPERIENCE, AND QUALIFICATIONS:

· Associate degree in Computer & Information Technology (CIT), Network Administration, or a closely related field (or equivalent technical school training or work experience).

· 2+ years of experience in an IT support or helpdesk role covering both Tier 1 and Tier 2 responsibilities

· Experience with Microsoft 365 administration and core applications

· CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900, AZ-900)

· Experience with backup solutions, endpoint security tools, or Mobile Device Management platforms (Intune, JAMF)

· Exposure to cloud platforms such as Microsoft Azure

· Basic PowerShell scripting for automation of routine tasks

· Experience with IT Service Management or ticketing systems (ServiceNow, Freshdesk, Jira Service Management, or similar)

$100,000.00 per year