IT Support Specialist

The IT Support Specialist is responsible for providing day-to-day technical support across client environments, including Windows Server, Active Directory, Microsoft 365, desktop systems, and basic networking troubleshooting.

Key ResponsibilitiesSystems & Server Support

• Support and maintain Windows Server environments

• Manage and troubleshoot:

Active Directory (users, groups, permissions)

• Password resets and account lockouts

• Basic Group Policy issues

• DNS and DHCP troubleshooting

• Assist with server patching and monitoring (under guidance when needed)

• Support file shares, permissions, and printer services

Microsoft 365 & Cloud Support

• Administer and support Microsoft 365, including:

• Exchange Online

• Teams

• SharePoint Online

• OneDrive

• Manage user onboarding/offboarding, licensing, and mailbox setup

• Troubleshoot email delivery, login, and synchronization issues

• Support MFA enrollment and Conditional Access policies (execution vs design)

Desktop & End-User Support

• Provide Tier 1 and Tier 2 support for:

• Windows and macOS devices

• Laptops, printers, scanners, and peripherals

• Deploy new workstations and perform hardware replacements

• Troubleshoot software, OS, and application issues

• Support remote users and VPN connectivity (configuration escalated as needed)

Basic Networking Support

• Troubleshoot common network issues:

• Connectivity problems

• Wi-Fi access issues

• IP addressing conflicts

• Perform basic switch port configuration (where documented)

• Validate firewall/VPN issues prior to escalation

• Escalate firewall, SD-WAN, VLAN design, or advanced routing changes to Network Support

Security Response & Incident Support

• Respond to and triage security alerts related to:

• Endpoint protection

• Suspicious logins

• Phishing attempts

• Perform initial containment actions:

• Disable compromised accounts

• Force password resets

• Isolate endpoints (per documented procedures)

• Escalate complex security incidents appropriately

• Assist with documentation of security events and remediation steps

MSP Service Desk Operations

• Respond to support tickets within defined SLAs

• Document issues, resolutions, and configurations clearly

• Communicate professionally with clients regarding status and resolution

• Identify recurring issues and recommend improvements

• Participate in on-call rotation (if applicable)

Do you have experience in Desktop (troubleshooting support)?, * 1-3 years of experience in IT support or MSP environment

• Experience supporting:

• Windows 10/11

• Windows Server

• Active Directory

• Microsoft 365

• Strong troubleshooting skills across endpoints and user systems

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP)

• Excellent customer service and communication skills

Security Skills (Preferred)

• Familiarity with MFA, Conditional Access, and account security best practices

• Experience responding to phishing and account compromise incidents

• Basic understanding of endpoint protection / EDR tools

• Ability to follow documented incident response procedures

Preferred Qualifications

• Experience working in an MSP environment

• Familiarity with RMM and PSA platforms

• Experience with hybrid AD / Entra ID environments
• Microsoft or CompTIA certifications

Pulled from the full job description

• Paid time off

Ironstack Technology is a growing Managed Service Provider (MSP) delivering secure, reliable, and scalable IT solutions to small and mid-sized businesses. Our IT Support Specialists are the frontline of client support, providing responsive service across Windows environments, Microsoft 365, endpoints, and user systems.