IT Support Specialist

They are seeking a resourceful and service-oriented IT Support Specialist to join their Information Technology (IT) team. The primary goal of this position is to empower investors, industry partners, and employees by providing reliable, secure, and responsive technical support. The IT Support Specialist will serve as the primary point of contact for resolving hardware, software, and network-related issues across Windows and macOS environments. The ideal candidate is organized, proactive, detail-oriented, and passionate about solving problems, supporting others, and collaborating with a team to accomplish challenging goals.

What you’ll be doing:

End-user Support and Service Desk:

• Install, configure, and troubleshoot computer hardware, software, printers, peripherals, and mobile devices in both Windows and macOS environments, including issues with malware, access, and network connectivity.
• Respond to and resolve help desk tickets within established SLAs using the ticketing platform, as well as requests received through email and phone.
• Provide remote technical support to end users via phone, email, and remote assistance tools.
• Support team members across the organization and its affiliated companies, including satellite offices and remote employees.
• Demonstrate excellent customer service by providing regular status updates and timely resolutions.
• Troubleshoot networking issues, including the inability to access network shares, printers, or the internet.
• Respond to malware and virus alerts and provide remediation support as needed.
• Escalate complex technical issues to senior IT team members, other teams, or vendors as necessary, and serve as a technical escalation point for complex, cross-platform issues involving Microsoft 365, Azure AD, and legacy systems.
• Ensure proper recording, documentation, and closure of all reported issues, and that resolutions meet organizational standards for quality and completeness.
• Create and maintain helpdesk knowledge base articles to improve team efficiency.

Systems, Accounts, and Cloud Administration:

• Provide user account administration, including creating users in Active Directory and Microsoft 365, resetting passwords, managing permissions, and configuring drive mappings.
• Set up, configure, and troubleshoot Microsoft 365 applications and services, including Outlook, Teams, SharePoint, Exchange Online, and Intune, as well as other business software.
• Support Google Workspace services, including Gmail, Drive, and Calendar, as needed.
• Provide support and training for third-party programs and utilities, including collaboration and productivity platforms such as Zoom, Webex, and Acrobat.
• Assist with the administration of Azure cloud environments, including virtual machines, networking, remote access, and related projects.
• Provide technical support for the VOIP phone system, including setup, troubleshooting, and user training.
• Utilize PowerShell to automate and streamline administrative tasks where applicable.

Security, Asset, and Lifecycle Management

• Monitor IT services, workstations, and applications for performance and potential issues, and address them proactively.
• Ensure workstations have all required agents installed and functioning properly, including EDR, remote administration, inventory, and Azure agents.
• Ensure company requirements for workstation encryption, antivirus, firewall, backup, configuration, and patching are maintained and remediated when necessary.
• Ensure all servers and workstations comply with security patching policies and remain up to date with the latest updates.
• Schedule and conduct regular maintenance on workstations.
• Maintain accurate asset inventory and hardware lifecycle tracking in associated systems, monitor software licenses, and ensure that enough workstations are available to meet demand.
• Recommend standard laptop models that fit users’ needs, and configure, deploy, and deliver workstations following the prescribed refresh schedule.
• Coordinate hardware approvals, procurement, shipping, and logistics with vendors and end users.
• Support onboarding and offboarding processes in close collaboration with Team Resources, including laptop setup, account provisioning, data backup, software configuration, and equipment retrieval.
• Train new hires on computer usage, application usage, IT policies, cybersecurity best practices, and company software tools.

Documentation, Projects, and Collaboration

• Maintain and update detailed documentation for configurations, processes, and project work to support long-term team efficiency and knowledge continuity.
• Participate in IT projects as assigned, providing technical support and end-user-facing implementation assistance.
• Work collaboratively with teams across the organization to deliver responsive, high-quality technical support.
• Travel to the main or satellite offices as needed.
• Perform other duties and special projects as needed.

• Minimum of 3 years in a help desk, service desk, or similar role, with proven experience supporting both Windows and macOS.
• Strong troubleshooting and critical thinking skills, with the ability to diagnose technical problems independently.
• Experience with Microsoft 365 and Google Workspace administration.
• Familiarity with Active Directory, user account management, and basic networking concepts.
• Experience with endpoint management, inventory, and EDR tools such as Intune, ManageEngine, or similar platforms is a plus.
• Experience using PowerShell to automate administrative tasks is a plus.
• Excellent written and verbal communication skills, with the ability to convey technical information to end users with varying degrees of technical understanding.
• Ability to provide white glove service and build rapport with staff with empathy and patience.
• Well-spoken, organized, detail-oriented, dependable, and flexible, with strong documentation habits.
• Ability to work in a fast-paced, complex environment and to independently manage and prioritize multiple support tickets.
• Comfortable working with minimal supervision, including in a fully remote environment.
• Passion for teamwork and problem-solving, with a desire to train and grow professionally.
• Bachelor’s degree in IT or a similar field preferred; Microsoft Certified Professional, CompTIA A+, or similar certifications are a plus but not required.
• Self-motivated, accountable, and proactive with a strong sense of urgency and commitment to accomplishing goals.

What’s in it for you:

• Well-established, fast-paced, and growing real estate company.
• Competitive compensation with bonus structure aligned to performance.
• $740/month employee covered medical benefits plus 50% coverage of the balance if any.
• Paid time off (15 days per year for the first two years, 20 days from years 3-5, and 25 days beginning year 6).
• Profit sharing plan following 1 year of service. The plan is 100% company funded and has vesting requirements.

Pay: $65,000.00 - $75,000.00 per year, * 401(k) matching

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Our client specializes primarily in real estate related securities, 1031 exchange and opportunistic investment products structured as direct participation programs. Their clientele is primarily made up of accredited investors and qualified purchasers, most of whom have owned investment real estate for most of their lives. They work together to connect clients with investments that are customized to meet their needs. They have helped over 2,000 clients complete successful 1031 exchanges and have stewarded over $2 billion of capital on behalf of clients since its inception with a strong, long-term track record of performance.