Senior IT Support Specialist

Expected work allocation: Approximately 75% service desk support and 25% operational and project assistance, used as a planning assumption rather than a fixed weekly quota. The manager adjusts priorities based on service demand, business impact, and scheduled work, reviewing incoming and resolved tickets, backlog age, hands-on support effort, coverage needs, and committed project hours. Operational and project assignments include agreed work periods and backup queue coverage; significant incidents or rising backlog trigger reprioritization.

Support scope: Provide deskside, remote, and on-site support for corporate departments and supported businesses within SPG’s portfolio, including residential properties and remote users. Provide discreet, high-touch executive support and travel to supported locations when assigned. Coordinate site visits and executive requests with the manager so urgent business needs are addressed without leaving the service desk uncovered.

Service desk responsibilities

• Own assigned tickets from initial investigation through resolution, user confirmation, and documented closure; maintain timely updates and follow up on dependencies.

• Troubleshoot Windows devices, Microsoft 365 applications, account access, printing, mobile devices, and network connectivity using a structured approach.

• Perform approved onboarding, offboarding, account and group changes, device deployment, software installation, and equipment replacement.

• Provide delegated support for Okta authentication and application access, Microsoft 365 and Entra ID account lifecycle tasks, and Egnyte client, synchronization, and approved file-access requests. Verify identity and required approvals before access changes; document fulfillment and validate the user outcome. During offboarding, complete assigned access revocation, session termination, license recovery, and equipment-return checks using approved checklists. Escalate authentication-policy, integration, and data-governance changes to the responsible senior engineer or business owner.

• Provide Tier 2 support for escalated tickets and help service desk colleagues resolve recurring issues and improve support procedures.

• Prioritize work by business impact and urgency; raise aging tickets, competing commitments, and blockers early.

Participate in scheduled phone, email, and collaboration-channel coverage, recording requests in the service desk system regardless of how they arrive. Complete queue handoffs before planned absences, site visits, and project work. Participate in manager-approved after-hours emergency coverage and scheduled maintenance when assigned, following documented escalation routes and applicable scheduling and compensation policies.

Systems and project responsibilities

• Complete repeatable tasks from approved runbooks, including endpoint maintenance, patch checks, inventory updates, and routine system health checks.

• Monitor assigned endpoint patch deployments and exceptions through approved management tools, including Automox where deployed. Investigate failed or missed updates, coordinate device connectivity and restarts with users, perform approved remediation, and confirm completion. Record user-impacting regressions and escalate unresolved failures or requests for patch deferral. Senior engineers retain ownership of deployment policies, emergency patch decisions, and exception approval.

• Assist senior engineers with technology rollouts, migrations, upgrades, testing, and scheduled maintenance through clearly assigned tasks.

• Gather logs, reproduce problems, perform approved remediation, and verify results; escalate unexpected conditions before proceeding.

• Support conference-room audio and video equipment, meeting connectivity, and approved voice services through documented checks and troubleshooting. Validate room readiness before assigned critical meetings and after equipment changes. Coordinate unresolved equipment, carrier, and network issues with vendors and senior engineers; production network configuration and voice-system design remain outside this role’s independent authority.

• Create and maintain knowledge articles, runbooks, asset records, and project task updates so work can be repeated consistently., Independently manage support work within established procedures and assigned access. Senior engineers retain responsibility for solution design and complex infrastructure changes. Follow change and security requirements; obtain the required review before changes outside approved procedures. Escalations must explain business impact, troubleshooting performed, findings, and the assistance needed., * Windows support: Diagnose operating system, hardware, software, printer, and performance problems; deploy and configure business devices.

• Microsoft 365: Support Outlook, Teams, OneDrive, and SharePoint; perform delegated administration within approved procedures.

• Identity and access: Working knowledge of Active Directory, Microsoft Entra ID, users, groups, permissions, MFA, and account lifecycle processes.

• Networking: Troubleshoot TCP/IP, DNS, DHCP, wired and wireless connectivity, and remote access; understand basic VLAN concepts.

• Endpoint management: Use device management and patching tools to deploy approved software, check compliance, and investigate deployment failures.

• Systems fundamentals: Understand Windows Server, file permissions, services, event logs, virtualization, monitoring, and backup concepts well enough to assist with documented tasks.

• Security practices: Apply least privilege, verify identity before access changes, protect sensitive information, and promptly escalate suspicious activity.

• Troubleshooting and documentation: Collect useful evidence, test likely causes, validate fixes, and write instructions another technician can follow.

Professional skills and work habits

• Own commitments without repeated reminders; communicate progress, risks, and blockers before deadlines are missed.

• Explain technical issues clearly and respectfully to users, colleagues, and vendors.

• Balance queue responsibilities with scheduled project work; seek manager alignment when priorities conflict.

• Follow procedures carefully, recognize limits of authority, accept feedback, and develop technical skills., Contribute accurate ticket and task data to team reporting on incoming and resolved demand, backlog age, response and resolution service targets, reopened tickets, user feedback, and time allocated to operational and project work. Review trends with the manager to identify recurring issues, stalled escalations, and coverage constraints. Interpret results by business impact and ticket complexity rather than ticket counts alone; improvement targets are established from validated baselines.

• Resolve assigned tickets within agreed service targets, with accurate documentation and clear user communication.

• Complete operational and project tasks on schedule, verify outcomes, and report exceptions promptly.

• Provide useful escalations that help senior staff act quickly and reduce avoidable rework.

• Improve support documentation and grow the range of tasks completed independently within approved procedures.

Typically 2-4 years of hands-on IT support experience, or equivalent demonstrated capability, including independent resolution of Tier 2 issues. A degree is helpful but not required when practical skills and experience meet the role requirements.

Preferred: Basic PowerShell skills; experience with Okta, Zscaler, ManageEngine, Automox, SentinelOne, Egnyte, Rubrik, VMware, or comparable tools. Familiarity with every platform is not required. Relevant Microsoft, CompTIA A+, Network+, or Security+ credentials are beneficial but optional.