Job Type: Full-time
Salary: $60,000 - $65,000 per year
Reports to: Operations

Work Summary:

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).

Key Responsibilities:

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.

Qualifications and Competencies:

• Required Experience & Education
  • Education: Associate degree in Computer Science, Information Systems, or equivalent hands-on professional experience/certifications.
  • Experience: 2–4 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.