IT Support Specialist (Help Desk)

Job Title: Technical Support Specialist Department: IT Reports To: Director of IT Location: In Office; Boca Raton, FL FLSA Status: Exempt About the role The IT Support Specialist is the first point of contact for employee technical issues at BlueTeam, a nationwide commercial property restoration, renovation, and roofing company. You will resolve hardware, software, account, and connectivity issues quickly and professionally, and keep user accounts, devices, and support documentation accurate. Our IT team is small and handles most work in-house, with a few outside partners. You will work hands-on in a hybrid environment: Active Directory on-prem, plus Microsoft 365, Entra ID, and Intune in the cloud. Complex server, network, and infrastructure issues go to the Systems Administrator or Director of IT. Essential duties and responsibilities Support and troubleshooting Respond to, troubleshoot, and resolve support requests through Fresh Service, phone, email, and in person, prioritizing by urgency and keeping users updated. Diagnose and resolve issues with workstations, laptops, mobile devices, printers, peripherals, and business applications. Troubleshoot connectivity issues (Wi-Fi, VPN, wired) using a structured approach, and escalate network or server issues as needed. User accounts and access Onboard and offboard users: account creation, license assignment, device setup, and access removal. Manage user accounts, password resets, MFA, and group memberships in Active Directory, Entra ID, and Microsoft 365, following established procedures. Devices and endpoints Set up, image, enroll, and configure end-user devices in the hybrid environment, including enrollment in Intune. Install and update approved software and apply workstation updates. Maintain an accurate inventory of hardware and software assets. Documentation and improvement Document solutions, and keep knowledge base articles and support procedures current. Identify recurring issues and report trends to IT leadership. Assist with IT projects such as device refreshes, software rollouts, office moves, and automation of device provisioning. Security and training Follow company IT standards and security policies, and report security concerns promptly. Give end users guidance and training on company systems and tools. Required qualifications Candidates need at least two years of hands-on help desk experience, including account administration in Active Directory and Entra ID. Two or more years in help desk, desktop support, or technical support in a business IT environment. Working knowledge of Windows 10/11, Microsoft 365, and common business applications. Hands-on experience managing user accounts in Active Directory and Entra ID: onboarding and offboarding, password resets, MFA, group memberships, and license assignment. Experience with endpoint management (Intune or similar tools) and device imaging or deployment. Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VPN, and Wi-Fi, plus a structured method for isolating connectivity problems. Experience working tickets in a service desk system such as Fresh Service, ServiceNow, or similar. Strong customer service skills and the ability to explain technical concepts to non-technical users. Well organized, with the ability to prioritize multiple requests and recognize when to escalate. Preferred qualifications and certifications These strengthen an application but are not required. Associate degree in Information Technology or a related field, or equivalent experience. CompTIA A+. Experience/Exposure to Hybrid environments and MDMs is a plus. Experience supporting remote or field-based users. Bilingual in English and Spanish. Language, reasoning, and work conditions Language skills. Ability to read and understand technical instructions and documentation. Ability to write clear ticket notes, procedures, and end-user instructions. Ability to communicate effectively with employees at all levels of the organization. Reasoning ability. Ability to solve practical problems using established procedures, and to recognize when an issue should be escalated. Physical demands. The physical demands described here are representative of those an employee must meet to perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee regularly sits, talks, and hears, and frequently uses hands to finger, handle, or feel. The employee occasionally reaches with hands and arms, climbs or balances, stoops, kneels, crouches, or crawls (for example, when installing equipment or working under desks), and occasionally lifts or moves up to 25 pounds. Vision abilities required include close vision and color vision. Work environment. Primarily an office setting in Boca Raton, FL. The noise level is usually moderate. Blue Team LLC