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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Information Technology & Support Specialist - **Company:** Roof Above, Inc. - **Location:** Charlotte, NC, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Windows, VoIP, Business Software, Cyber Security, Information Systems, Computer Literacy, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Microsoft Exchange Server, Internetworking, Network Troubleshooting, Networking Basics, Network Administration, Windows PowerShell, Azure Active Directory, Microsoft SharePoint, Software Deployment, TCP/IP, Wireless Access Point, Wireless Networks, Wi-Fi Technology, Software Troubleshooting, Peripherals, Firewalls (Computer Science), Microsoft InTune, Information Technology, Deployment Automation, Laptops, Fortinet, User Administration - **Published:** November 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3e7d2ce655cf8ac5 ## About the Role * Demonstrated experience supporting Windows computers and common business applications. * Working knowledge of Microsoft 365 or comparable cloud productivity environments. * Understanding basic networking concepts, including TCP/IP, Wi-Fi, DNS, DHCP, and network troubleshooting. * Strong troubleshooting and analytical skills. * Ability to independently research problems and develop appropriate solutions. * Ability to communicate technical information effectively to nontechnical employees. * Strong customer service orientation and interpersonal skills. * Ability to organize and prioritize multiple requests and responsibilities. * Demonstrated initiative, accountability, and willingness to learn new technologies. * Ability to document technical procedures and solutions clearly. * Ability to travel between Roof Above locations as required. * Relevant education, technical training, certifications, or equivalent practical experience., * Associate degree or bachelor's degree in information technology, Computer Science, Information Systems, or a related field preferred. Relevant IT experience, training, or certifications may be considered in place of a degree. * 1-3 years of relevant IT experience preferred. Equivalent education, certifications, or hands-on experience may be considered. * Strong interpersonal and communication skills. * Ability to work collaboratively across teams. * Ability to manage multiple priorities and meet deadlines. Experience with one or more of the following is beneficial; expertise in every area is not required: * Microsoft Intune and endpoint management * Microsoft Entra ID * Microsoft Exchange Online and Microsoft 365 administration * Microsoft Defender or related cybersecurity platforms * Fortinet networking and firewalls * UniFi wireless and network management * Windows Autopilot * PowerShell or other scripting and automation * VoIP and telecommunications systems * IT service-management and ticketing platforms * SharePoint or other Microsoft 365 collaboration technologies * Technology support within a multi-site organization * Vendor coordination and technology project work ## Description The Information Technology & Support Specialist provides hands-on technical support and systems administration across Roof Above's technology environment. Supporting employees across multiple locations, this role helps keep technology systems, devices, applications, and services reliable, secure, and effective in advancing the organization's mission. Responsibilities include day-to-day user support; endpoint deployment and management; Microsoft 365 administration; user access; telecommunications and site technology; equipment lifecycle management; documentation; and basic network troubleshooting. Working closely with the Director of Information Technology, the specialist will also have opportunities to develop expertise in areas such as Microsoft Intune, Microsoft Entra ID, cybersecurity, networking, automation, and technology project implementation. The successful candidate takes ownership of problems, communicates clearly with both technical and nontechnical colleagues, troubleshoots thoughtfully, and is motivated to learn new technologies and responsibilities. ESSENTIAL FUNCTIONS Technology Support & Service Delivery * Provide responsive technical support to employees across Roof Above locations. * Diagnose and resolve hardware, software, connectivity, printing, telecommunications, and application issues. * Manage assigned support requests through completion and communicate status and resolution to users. * Perform onsite technology support at Roof Above facilities as needed. * Escalate complex or higher-risk issues appropriately while remaining engaged through resolution. Endpoint & User Administration * Prepare, configure, deploy, replace, and recover laptops, desktops, mobile devices, and peripherals. * Support employee onboarding, offboarding, and technology changes. * Perform routine Microsoft 365 administration involving users, groups, mailboxes, licenses, and access. * Assist with Microsoft Intune Endpoint Management, software deployment, device compliance, and lifecycle activities. * Maintain accurate equipment inventory, device assignments, warranty information, and related records. Infrastructure & Communications * Troubleshoot basic wired and wireless network connectivity. * Assist with switches, wireless access points, cabling, internet connectivity, and other site infrastructure. * Support GoTo phones, softphones, voicemail, and related telecommunications services. * Support printers, copiers, badge-printing equipment, conference-room technology, and other workplace systems. * Coordinate routine vendor support requests and follow issues through resolution. Security & Access * Perform routine identity and access-management activities following established standards. * Assist with endpoint security, remediation activities, Microsoft Defender, device compliance, and other cybersecurity initiatives. * Follow least privilege, security, documentation, and change management practices. * Identify and appropriately escalate potential security issues or unusual activity. Documentation & Continuous Improvement * Create and maintain technical documentation, procedures, configuration information, and knowledge-base articles. * Identify recurring technology problems and recommend improvements rather than repeatedly treating individual symptoms. * Assist with development and implementation of technology standards. * Contribute to improving IT processes, automation, consistency, and service delivery. Projects & Professional Development * Participate in technology projects and increasingly assume ownership of projects or technical areas based on demonstrated capability. * Develop knowledge in Microsoft 365, Intune, Entra ID, networking, cybersecurity, PowerShell/automation, and other technologies used by Roof Above. * Contribute technical observations and recommendations to technology planning and Roadmap initiatives. * Perform other technology-related duties consistent with the needs of the organization., The working environment for a Information Technology & Support Specialist is collaborative and dynamic, emphasizing open communication, may involve supporting staff across multiple locations. The role requires regular computer use, responding to technical support requests, and communicating with people from varied backgrounds. Occasional travel between sites, schedule flexibility, and the ability to respond to urgent technology issues may be required.