IT Support Specialist

Incident & Service Request Resolution

• Receive and resolve support requests and escalations via the ITSM ticketing platform.
• Diagnose and resolve intermediate hardware, software, networking, and identity/access issues.
• Provide deskside and remote support for business-impacting incidents with appropriate urgency and communication.
• Maintain and troubleshoot computers, printers, network devices, AV systems, conference room technology, printers, and digital signage.
• Maintain, support, and troubleshoot end-user and operational technology, including wired and wireless devices, peripherals, and related technology equipment.
• Escalate complex or unresolved issues to Engineer/specialist teams with thorough documentation.

Endpoint & Collaboration Platform Support

• Support Windows endpoint management tasks including imaging, provisioning, and lifecycle activities.
• Administer and troubleshoot Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive).
• Support enterprise mobility management (Intune/MDM) and assist with endpoint security compliance checks.
• Assist with Active Directory / Microsoft Entra ID user, group, and device management at an operational level.
• Execute Autopilot deployments and contribute to desktop image maintenance.

Knowledge Management & Documentation

• Author and maintain knowledge base articles, and SOPs
• Maintain accurate ticket documentation including resolution steps, root cause notes, and time tracking.
• Contribute to IT asset inventory accuracy and configuration records.

Operational Metrics & Continuous Improvement

• Meet or exceed defined SLA targets for incident response and resolution.
• Contribute to team KPI by maintaining accurate ticket data and resolution notes.
• Identify recurring failure patterns and escalate systemic issues to senior staff.
• Participate in team meetings to support continuous improvement.

Do you have experience in Desktop administration?, Do you have a Associate’s degree?, Technical Skills

• Solid working knowledge of Windows 10/11 administration and troubleshooting.
• Hands-on experience with Microsoft 365 suite (Exchange, Teams, SharePoint, OneDrive).
• Familiarity with Active Directory /Microsoft Entra ID for user and device management.
• Experience with enterprise endpoint management tools (Intune, SCCM, or equivalent).
• Basic to intermediate scripting ability (PowerShell preferred; Bash/Python a plus).
• Working knowledge of TCP/IP networking concepts, VPN, DNS, and DHCP.
• Experience using ITSM ticketing platforms.
• Familiarity with Windows Autopilot or OS deployment processes.

Professional Skills

• Structured troubleshooting approach with ability to escalate appropriately.
• Clear written and verbal communication with both technical and non-technical stakeholders.
• Ability to manage multiple concurrent tickets and prioritize by business impact.
• Collaborative team contributor with a continuous improvement mindset.
• Developing documentation and knowledge-sharing habits aligned to ITIL principles., * Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience considered.
• 2-4 years of IT support experience, with at least 1 year in an intermediate support capacity.
• Experience in a structured ITSM environment with defined SLAs and escalation paths.
• Relevant certifications preferred or in progress: CompTIA A+, Network+, Security+, or equivalent.

Pulled from the full job description

• Professional development assistance
• Tuition reimbursement
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off, At Millstone, we want you to be your best at work and at home. In addition to competitive compensation, we offer a Total Rewards Benefits Program to support the physical and emotional well-being of our employees and their families.

TOTAL REWARDS BENEFITS PROGRAM:

• Medical - Starting on the 1st day of employment
• Dental - Starting on the 1st day of employment
• Vision - Starting on the 1st day of employment
• Supplemental Benefits - Life, Disability, Critical Illness
• Paid Time Off
• Tuition Reimbursement
• Career Pathing
• 401(k)
• 401(k) matching, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

MMO company known for medical device distribution and process manufacturing seeks a self-directed IT Support Specialist. The IT Support Specialist serves as an intermediate escalation resource within the ITTS team, handling moderately complex technical issues. The specialist resolves escalated incidents and service requests, maintains endpoint and collaboration environments, contributes to knowledge management, and supports continuous service improvement while developing toward greater autonomy and subject matter ownership.