Technical Support Specialist

The Technical Support Specialist III is responsible for supporting, maintaining, and improving enterprise end-user computing environments. This role independently manages endpoint technologies, device deployments, troubleshooting, patching, and system monitoring while delivering exceptional support to both onsite and remote employees. The analyst partners with IT, Security, and business teams to ensure reliable, secure, and efficient technology services., End User Support & Operations

• Provide advanced desktop, hardware, software, and network troubleshooting for local and remote users.
• Manage incidents, service requests, and escalations while maintaining SLA commitments.
• Create and maintain technical documentation, knowledge base articles, and user training materials.
• Perform root cause analysis and identify opportunities to reduce recurring issues.

Endpoint Management & Deployment

• Deploy and manage devices, software, and updates using Intune, Autopilot, Endpoint Manager, and related tools.
• Support hardware lifecycle management, inventory tracking, and asset standardization.
• Assist with application deployments, upgrades, and change management activities.

Systems Administration & Compliance

• Maintain system reliability, security, and performance across endpoint environments.
• Monitor systems, analyze logs, and proactively address operational risks.
• Support compliance initiatives aligned with NERC and organizational standards.

Collaboration & Leadership

• Own assigned technical domains.
• Collaborate with IT, Security, Infrastructure, and business teams to deliver technology solutions.
• Mentor junior team members and provide technical guidance.

• Associate degree in Information Technology, Computer Science, or related field preferred.
• 4-6 years of experience in IT support or endpoint management.

Technical Skills

• Windows 10/11 and Microsoft 365
• Azure, Intune, and Autopilot
• Endpoint security and monitoring tools
• Active Directory / Entra ID
• Network troubleshooting and support

Certifications (Preferred)

• CompTIA A+
• Microsoft Fundamentals Certification

Personal Attributes

• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication.
• Customer-focused with a commitment to service excellence.
• Self-motivated and able to work independently.
• Strong collaboration and relationship-building skills.

Work Environment

• Hybrid schedule: 3 days per week in the office.
• Ability to support multiple office and remote locations.
• Occasional lifting and movement of IT equipment.

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