IT Support Specialist

As an AEC Firm we proudly specialize in industries that inherently carry important social responsibility - we recognize our impact and influence in the communities we serve and pursue corporate responsibility through the lens of people, community, and planet. From oncology and rare disorders to COVID-19 or alternative proteins, our design and construction projects are pioneering solutions addressing important issues such as food scarcity and global health.

Job Description We are seeking a highly skilled and proactive in-office IT Support Specialist to join our IT Support team. This role is pivotal in supporting our employees and managing the integrity of endpoint, collaboration, and office IT infrastructure within their region. The IT Support Specialist is accountable for reducing system and employee downtime, improving the onboard/offboard and collaboration experience. The ideal candidate will possess technical expertise in modern endpoint management, security, and automation, and will thrive in a fast-paced environment focused on technical excellence and innovation.

Responsibilities

• Manage endpoint and collaboration platform deployment and health for a region.
• Device compliance
• Patch/configuration conformance
• Teams/meeting room reliability
• Reduction in repeat incidents
• Own incident resolution - prioritizing work based on business impact, resolving complex issues, and reducing repeat incidents through permanent fixes and knowledge improvements. Coordinate cross-functional resources as needed.
• Lead regional onboarding and offboarding processes, including provisioning and deprovisioning of user accounts and equipment.
• Own and maintain consistency for office technologies across the region (e.g., printers, A/V, meeting room devices), including lifecycle management, inventory accuracy and operational readiness.
• Utilize modern endpoint management tools (e.g., Intune) to monitor and maintain device compliance and performance.
• Support identity and access management (IAM) processes.
• Maintain a high level of customer service and professionalism while supporting employees in person and remotely.
• Increase self-service deflection through automation and knowledge improvements.
• Coordinate with the Security and Network teams with alerts and take corrective action.
• Coordinate support coverage and maintain service levels; proactively identify workload risks and recommend adjustments.
• Develop and maintain scripts for automation, reporting, and configuration tasks.
• Demonstrated use of AI and automation for process improvement within the support function.
• Manage and engage with software and hardware vendors.
• Contribute to projects, initiatives, and technology adoption aligned with IT strategies.

Do you have experience in Internal employee customer service?, Do you have a Associate's degree?, * A minimum of three years of experience in IT support or systems administration is required.

• Associate degree or equivalent years of professional experience.
• Modern Desktop Administrator Associate Certification, or equivalent technical certification.
• Strong analytical and problem-solving skills
• Customer-centric approach with empathy and patience.
• Detail-oriented with a commitment to documentation and process adherence.
• Demonstrated ownership mindset, collaborative working style, customer focus, and commitment to continuous improvement.
• Brings natural curiosity and a rapid learning mindset, proactively exploring new ideas, technologies, and improvements.
• Acts as an excellent communicator, providing clarity and professionalism across verbal and written interactions.
• Demonstrates strong adaptability, adjusting quickly to changing priorities while maintaining consistent performance.
• Collaborative team player who contributes to a positive work culture.

Preferred Qualifications

• Advanced skills in Modern Endpoint Management, including Windows 11, Autopilot and Endpoint Analytics
• Experience supporting and troubleshooting applications (Microsoft M365, PDF annotation, Microsoft Teams and other SaaS applications)
• Experience with using remote monitoring and management tools (RMM)
• Proficient with Azure Active Directory, Microsoft 365 Admin Centers, Intune, Configuration Profiles and other cloud-based services
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN) and basic routing/switching principles.
• Knowledge of security best practices and tools (Conditional Access, Defender, BitLocker, MFA).
• Works effectively with minimal day-to-day supervision, exercising sound judgment to prioritize work, resolve complex issues, and drive outcomes in a dynamic environment.
• Exposure to ITIL/ITSM practices and ticketing systems, experience with Freshservice is a plus
• Experience with PowerShell and a basic understanding of scripting in other languages (e.g., Bash, Python)
• Exposure to Secure Access Service Edge (SASE), Zero Trust Architecture (ZTNA) technologies and/or NIST compliant environments is a plus.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Disability insurance, Health/Dental/Vision Insurance

Short-term & Long-term Disability

401(k)

Tax Savings Plans