IT Specialist (Desktop Support Specialist)

Plain Green is seeking an IT Specialist to provide end-user support while helping maintain the security, reliability, and performance of our technology environment. This role combines traditional desktop support with modern endpoint management, cybersecurity, identity management, and network troubleshooting responsibilities., * Provide technical support for Windows workstations, laptops, mobile devices, printers, and related peripherals.

• Deploy, configure, troubleshoot, and maintain Windows 11 endpoints.
• Manage devices, applications, compliance policies, and configurations through Microsoft Intune.
• Support Microsoft Entra ID, Microsoft 365, and identity-related services.
• Assist users with account access, authentication, multifactor authentication (MFA), and security-related requests, and help facilitate access management and provisioning (IAM).
• Support endpoint security technologies including Microsoft Defender and other malware protection platforms.
• Assist with Fortinet technologies including FortiGate firewalls, FortiClient, and Zero Trust Network Access (ZTNA).
• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, wireless networking, switching, and internet connectivity.
• Install, configure, and maintain software and hardware systems, including new components and peripherals.
• Handle customer support requests in a timely and accurate manner, and provide first-level support for service requests and incidents (break/fix).
• Respond to service requests and incidents through Freshservice or other IT service management platforms.
• Escalate complex requests to relevant IT staff, infrastructure and security teams, or vendors for resolution.
• Assist with vulnerability remediation, patch management, and endpoint compliance initiatives.
• Maintain problem documentation, procedures, and knowledge base articles (KBAs) in the ticketing solution.
• Maintain a current and accurate inventory of technology hardware, software, and resources, including asset and lifecycle management.
• Recommend process improvements to support system reliability, scalability, security, integrity, and performance.
• Provide IT-related training to new hires, users, and internal teams as needed.
• Report system downtime and performance issues through the notification process.
• Maintain and monitor security systems and door control.
• Maintain confidentiality and security of company documents and customer information, and make sure data storage is safe and secure.
• Deliver excellent customer service while communicating effectively with both technical and non-technical users.
• Other duties as assigned., * End-user issues are resolved efficiently and professionally.
• New devices are deployed quickly and consistently.
• Endpoints remain secure, compliant, and properly managed.
• Asset inventories are accurate and current.
• Documentation is maintained and continuously improved.
• Security and operational issues are identified and addressed proactively.

The ideal candidate is customer-focused, technically capable, security-minded, and comfortable working across Microsoft cloud technologies, endpoint management platforms, and enterprise security solutions. Successful candidates have working knowledge of a range of hardware and software technologies along with strong troubleshooting skills., * High school diploma or equivalent.

• 2 or more years of experience in desktop support, helpdesk, or IT operations.
• Demonstrated ability to troubleshoot computer hardware, software, operating systems, and networks.
• Strong analytical and problem-solving skills, with sound decision making.
• Self-motivated, with initiative and strong follow-through.
• Able to follow directions and to document work clearly and accurately.
• Strong and effective written and verbal communication skills with both technical and non-technical users.
• Skilled in the use of computers, adapts to new technology, and learns new programs quickly.
• Able to manage multiple priorities and work with multiple levels of staff., Experience with one or more of the following is strongly preferred. Candidates are not expected to have all of them.
• Bachelor’s degree in Computer Science, Information Technology, MIS, or a related field. Equivalent professional experience in a relevant technical field may be substituted for a formal degree.
• 5 or more years of experience in desktop support, helpdesk, or IT operations.
• Windows 11 administration and troubleshooting.
• Device and policy management with Microsoft Intune.
• Microsoft Entra ID and Microsoft 365 administration.
• Cybersecurity fundamentals, endpoint protection, malware remediation, and security best practices.
• Networking fundamentals: TCP/IP, DNS, DHCP, wireless networking, and switching.
• Experience administering enterprise firewalls and Zero Trust Network Access (ZTNA) solutions, with Fortinet (FortiGate, FortiClient) preferred.
• Endpoint security tooling such as Microsoft Defender for Endpoint.
• Ticketing and ITSM platforms such as Freshservice, ServiceNow, or similar.
• Hardware deployment, asset inventory, and lifecycle management.
• Vulnerability management and endpoint compliance programs.
• Experience working within regulated environments such as PCI or SOC 2.
• Cloud experience, with Microsoft Azure preferred.
• Microsoft, CompTIA, Fortinet, or other industry certifications.