IT Support Specialist

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: 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. 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. 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 elevate 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. 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. #J-18808-Ljbffr