IT Support Specialist

The IT Support Specialist provides front-line technical support, hardware management, and software administration across all organizational sites and remote environments. As an individual contributor, this role serves as the primary contact for daily end-user issues, workstation provisioning, and cloud productivity tools. The ideal candidate blends technical troubleshooting skill with customer-service professionalism, ensuring reliable operation of laptops, mobile devices, local networks, and core cloud systems (Microsoft 365, Microsoft Intune).

1. Endpoint Management & Hardware Support (40%) + Device Provisioning: Image, configure, deploy, and maintain desktop computers, laptops, peripherals, printers, and mobile endpoints using Microsoft Intune and Autopilot protocols. + Physical & Hardware Maintenance: Diagnose, repair, and replace faulty workstation components, cabling, and site peripherals (monitors, docking stations, A/V setups). + Asset Tracking: Maintain accurate inventory records of all hardware, software licenses, serial numbers, and assigned assets across all regional locations. + Decommissioning: Execute formal protocols for secure data wiping, equipment retirement, and e-waste disposal.
2. Software & Microsoft 365 Administration (35%) + Identity & Access Management: Execute user onboarding/offboarding workflows in Microsoft Entra ID (Azure AD), managing accounts, distribution lists, and group memberships. + Application Support: Provide Tier 1 and entry-level Tier 2 support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Word, Excel). + Endpoint Security: Enforce compliance policies via Microsoft Intune (antivirus status, BitLocker encryption, OS updates, app pushing). + SaaS Troubleshooting: Resolve core application errors, login failures, multi-factor authentication (MFA) resets, and sync discrepancies.
3. Helpdesk Operations & Site Support (15%) + Ticket Management: Monitor, prioritize, log, and resolve support requests within the ticketing system according to established SLA response times. + Escalation Management: Diagnose underlying technical issues and properly escalate complex infrastructure, cloud tenant, or network outages to senior engineering/vendors. + Basic Network Support: Perform basic troubleshooting for local connectivity issues, Wi-Fi access points, local subnet configurations, and basic switch port checks.
4. User Enablement & Documentation (10%) + Standard Operating Procedures: Write clear, concise technical documentation for IT internal procedures and step-by-step user self-help guides. + Staff Onboarding: Lead basic technical orientation for new hires, setting up credentials and guiding users through remote access protocols and communication tools.

• Education: Associate degree in Computer Science, Information Systems, or equivalent hands-on professional experience/certifications.
• Experience: At least 5 years in a technical support, desktop support, or helpdesk environment.
• Technical Skills
• Microsoft Cloud Ecosystem: Hands-on experience navigating Microsoft 365 Admin Center and Microsoft Entra ID.
• Device Management: Practical experience with Microsoft Intune (MDM/MAM) for device enrollment, compliance checking, and basic app deployment.
• Operating Systems: Proficiency in supporting Windows 10/11 and macOS operating systems in a managed domain environment.
• Hardware Fundamentals: Strong familiarity with PC/Mac assembly, peripheral configuration, cabling standards, and diagnostic utility tools.
• Soft Skills & Work Attributes
• Communication: Ability to explain technical concepts in accessible language to non-technical users across various departments.
• Problem-Solving: Structured diagnostic methodology-ability to systematically isolate hardware vs. software vs. network root causes.
• Organization: Capability to handle multiple incoming tickets simultaneously while maintaining attention to detail and asset tracking accuracy.
• Preferred Certifications (Optional / Plus)
• CompTIA A+ or Network+
• Microsoft Certified: Modern Desktop Administrator Associate (MD-102)
• Microsoft 365 Certified: Fundamentals (MS-900)
• Physical Demands & Work Environment
• Ability to lift, transport, and install equipment up to 40 lbs (monitors, desktop towers, UPS backup units).
• Occasional travel between local/regional site facilities may be required for on-site hardware rollouts and infrastructure setups.
• This position is on-site must have reliable transportation.